The One With The Seat At The Table - Kate Guenther E225

What's on your mind? Let CX Passport know...  CX won’t work if the people closest to the customer don’t have a seat at the table. Kate Guenther’s journey started in childhood, learning how trust is built through human-centered service. Today, that experience fuels her belief that strategy only works when everyone is aligned — from the C-suite to the frontline. In this episode, we talk about:How a childhood lesson sparked Kate’s customer-first mindsetWhy CX breaks down when key voices are excludedThe danger of strategy with no frontline inputHow to bring product, ops, and support to the same tableWhy sustainable CX depends on clear ownership CHAPTERS  0:00 Meet Kate Guenther  1:20 Interior design lessons and the Genevieve story  4:18 The shift from transaction to interaction  7:00 Equipping teams to scale CX  10:42 The connection between product and customer experience  12:34 Delivering CX results executives care about  14:07 First Class Lounge  17:53 What companies get wrong in CX  19:03 Scaling with soul: how to truly listen  21:10 Why great CX starts at the frontline  22:45 What’s next for Kate  23:01 Where to find Kate Guest Links:  💼 LinkedIn: https://www.linkedin.com/in/kdg/ If you like CX Passport, I have 3 quick requests:  ✅Subscribe to the CX Passport YouTube channel: https://youtube.com/@cxpassport ✅Join other “CX travelers” with the weekly CX Passport newsletter: https://cxpassport.kit.com/signup ✅Bring 🎙️🎬CX Passport Live to your event: https://www.cxpassportlive.com I"m Rick Denton and I believe the best meals are served outside and require a passport.