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From the theater to hedge funds to Alaska Airlines...
Tori Signorelli’s path to CX isn’t typical. And that’s exactly what makes her perspective matter.

Early in her role at Alaska Airlines, Tori’s fresh eyes are helping evolve the guest journey without losing the human touch. This episode is full of practical, honest CX wisdom... plus a few tasty travel moments.

What’s in the episode?

• Why “healthy businesses are not still”
• CX orchestration over ownership
• Visibility as a survival skill for CX teams
• How global living built deep empathy
• Why beautiful design still needs gritty execution

CHAPTERS
00:00 Healthy businesses aren't still
01:02 Immersing in airline CX as a newcomer
05:13 “Do no harm”… CX during operational change
08:54 Aligning guest experience with business metrics
11:02 From theater to hedge funds: Tori’s unique CX foundation
15:37 Global living and building global empathy
18:51 First Class Lounge
23:20 Service design isn’t just blueprints
25:38 CX must be visible to be valuable

Guest Links
https://www.torisignorelli.com/

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