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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
Newsletter: https://cxpassport.kit.com/signup

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).

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What if customer experience isn’t fast, frictionless, or flashy…but deliberate, long-term, and built over years? Sarah Kinard talks about why CX in architecture, engineering, and construction is inherently slow CX…and why that perspective may be exactly what other industries need.

5 Insights from the Episode

• CX in AEC unfolds over years…not moments, journeys, or transactions.
• Clients aren’t just buying outcomes anymore…they’re buying clarity, foresight, and shared accountability.
• The post-2009 talent gap created a “missing middle,” weakening CX instincts across firms.
• CX struggled to scale because it relied on heroic individuals instead of systems.
• Primary research focused on intent, not opinion, leads to smarter growth decisions.

CHAPTERS

00:00 Welcome to CX Passport
02:00 CX in AEC…from toilets to symphony halls
05:20 Risk, confidence, and defensible decisions
06:45 The generational talent gap and CX instincts
09:40 Why “soft skills” are essential business skills
10:55 The role of the SMPS Foundation
12:30 Growth, research, and the Flamingo Project
15:25 Intent vs opinion in customer research
17:20 First Class Lounge ✈️
20:45 Peak-end rule in a 10-year experience
23:30 Why CX lagged…and why it’s catching up
28:15 AEC as the ultimate team sport

Guest Links:

SMPS Foundation - https://www.smps.org/
The Flamingo Project - https://theflamingoproject.com/
LinkedIn - https://www.linkedin.com/in/sarahkinard/

Listen: https://www.cxpassport.com
Watch: https://www.youtube.com/@cxpassport
Newsletter: https://cxpassport.kit.com/signup

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).

What's on your mind? Let CX Passport know...

Welcome to part 2 of the annual CX Passport First Class Lounge Holiday Special. As the year wraps up and I look ahead with excitement to 2026, I’m sharing even more of my favorite First Class Lounge moments from earlier this year.

This round features Doug Rabold, Irina Mateeva, Michel Stevens, and Tori Signorelli. Travel surprises, food loves, childhood “no thanks” dishes, and the must-have items they keep in their travel kits… it’s a fun way to ease out of the holidays and step into the new year.

I hope you’ve had a wonderful holiday season… and I wish you a very happy New Year. Here’s to an amazing 2026 ahead.

CHAPTERS

00:00 Welcome to the second week of the 1st Class Lounge Holiday Special
00:47 Doug Rabold enters the First Class Lounge
05:15 Irina Mateeva enters the First Class Lounge
09:06 Michel Stevens enters the First Class Lounge
13:55 Tori Signorelli enters the First Class Lounge

Listen: https://www.cxpassport.com

Watch: https://www.youtube.com/@cxpassport

Newsletter: https://cxpassport.kit.com/signup

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).