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How do Agile principles, customer experience, and camper life all fit together? Lauren Feehrer connects those dots brilliantly in this *Greatest Hits* episode of CX Passport.
Lauren is the founder of LoyaltyCraft, where she helps mid-market companies grow through smarter customer experience strategies. From her roots as a process analyst at Accenture to helping clients implement Agile CX frameworks today, Lauren brings a balance of structure and empathy to the CX world.
This episode originally aired as E182 and stood out not just for Lauren's insights but for her authenticity — whether talking about CX in hospice care or running her family like a Scrum team (yes, really).
Lauren blends CX discipline with curiosity and care — and it’s no surprise this episode made the Greatest Hits list.
CHAPTERS
00:00 Starting at Accenture...and blue screens
04:58 Listening deeply to customers
07:49 Agile CX explained
11:46 The business of grief and caregiving
15:34 Family road trips during the pandemic
18:41 First Class Lounge
23:41 Discipline, emotion, and process
26:54 Her grandfather’s CX inspiration
29:11 Using Agile with your family
Episode resources:
Connect with Lauren Feehrer on LinkedIn: https://www.linkedin.com/in/laurenfeehrer
Learn more about LoyaltyCraft: https://www.loyaltycraft.com
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I'm Rick Denton and I believe the best meals are served outside and require a passport.