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Customer experience doesn’t need to be complicated to work.
In this CX Open To Work episode, Luis Carrillo shares why simpler CX creates immediate impact…for customers, teams, and the business. From removing friction to building trust, this conversation focuses on CX that actually works.

5 CX Insights from the Episode

• Simpler CX delivers results customers, employees, and leaders can feel
• Listening to customers beats guessing every time
• Returns are a trust moment…not a policy problem
• Training and QA quietly power great experiences
• CX drives revenue when effort is reduced

CHAPTERS

00:00 Welcome + CX Open To Work
01:32 Why simpler CX creates immediate impact
04:18 Reducing friction without punishing good customers
07:24 CX as a revenue engine
10:52 Recovery, trust, and loyalty
12:03 First Class Lounge
16:17 What companies still miss in CX
19:15 What’s next for Luis

Guest Links

LinkedIn: https://www.linkedin.com/in/luiscarrillo-21a70520/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
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I'm Rick Denton and I believe the best meals are served outside and require a passport.

Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).