In this episode, Alyssa Nolte sits down with Emma Sopadjieva to break down why customer experience (CX) can’t live in just one department. Emma makes the case that every team – from legal to finance to sales – plays a role in how your customer feels. And if you’re not measuring the impact of that experience across the whole journey, you’re missing big opportunities to grow.

Emma shares real-world lessons from building CX strategy teams inside companies like Samsara and ServiceNow. They talk about what it takes to turn insights into real change, how to build trust across functions, and why “calling your baby ugly” might be part of the job.

Why listen? If you’ve ever wondered why your CX programs aren’t moving the needle, or felt stuck trying to prove their value, this episode will help you connect the dots between customer delight and business results.

3 key takeaways:

• CX isn’t a department – it’s everyone’s job. Even back-office teams impact the customer.
• You can’t just collect feedback – you have to act on it and tie it to financial metrics.
• Empowering employees to wow customers matters just as much as fixing what’s broken.