🪞 What This Episode Is About:
We love to say “everyone owns the customer.” But in most organizations, that really means no one does. In this sharp and provocative episode, we explore the dangerous comfort of outsourcing customer experience—not just to vendors, but to silos, systems, and internal excuses. From Klarna’s AI reversal to B2B blind spots, we examine what happens when leadership disappears from CX.

📌 Key Themes:

• The illusion of shared CX ownership—and its real cost

• Leadership’s failure to take strategic responsibility for customer outcomes

• Toxic incentives and cultural rot (Wells Fargo, United Airlines)

• Fragmented tech and data: the unseen CX killers

• The false promise of outsourcing without oversight

• How to rebuild true CX leadership accountability

💡 Featured Examples:

• Klarna: AI-first customer service gone wrong

• Wells Fargo: How bad incentives normalized fraud

• United Airlines: Prioritizing efficiency over human dignity

• British Airways & Comcast: Tech failures, complacency, and CX collapse

🗣️ Memorable Quotes:

“Everyone owns the customer? In most orgs, that means nobody does.”
“Executives treat CX as a function, not a strategic priority—and that’s the problem.”
“Outsourcing CX doesn’t remove your accountability. It just hides it.”
“Leadership isn't just top-down. It's boots-on-the-ground when it matters most.”

📈 Why It Matters:
Customer experience isn't just a service issue—it’s a leadership competency. And if leaders don't own it, no amount of automation or outsourcing can save the brand.

✅ Takeaway for Leaders:
CX must be owned, understood, and actively led. Accountability starts at the top, crosses silos, and demands more than metrics—it demands courage.

🔍 Listen Now and Reflect:
What are you really leading: your customer metrics, or your customer experience?