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Would your customer actually *pay* for the experience you’ve designed?

In this *Greatest Hits* episode of CX Passport, Karyn Furstman brings 30+ years of CX and operations expertise to the mic. With a background at brands like Washington Mutual, Safeco, Bank of America, and JPMorgan Chase, Karyn knows how to link customer experience to tangible business results.

Originally aired as Episode 203, this conversation stuck with listeners for its clarity on leadership alignment, Lean methodology, and the reality of CX influence, even without a seat at the C-suite table.

CHAPTERS  

00:00   The customer would pay for it  

02:12   Lean and CX in harmony  

05:25   CX belongs in operations  

08:57   Avoiding the “initiative trap”  

11:55   CX influence without formal authority  

16:42   Orchestrating CX with or without a team  

19:52   First Class Lounge  

24:09   Tying CX to financial outcomes  

27:16   Make the CFO your best friend  

29:58   Why Karyn launched her consulting business

Episode resources:  

Connect with Karyn Furstman on LinkedIn: https://www.linkedin.com/in/karynfurstman  

Learn more about Customers First: https://www.customersfirst.com

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I'm Rick Denton and I believe the best meals are served outside and require a passport.