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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 mindset
• Why CX breaks down when key voices are excluded
• The danger of strategy with no frontline input
• How to bring product, ops, and support to the same table
• Why 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/

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