The One With Behavior Driven CX - Candy Kothmann E237 Greatest Hits

What's on your mind? Let CX Passport know... How do you deliver empathy at scale when the stakes are life-changing? In this *Greatest Hits* episode of CX Passport, recorded live in Austin as a CX Passport Live, Candy Kothmann shares what it means to lead a customer experience operation inside a government agency...the Texas Workforce Commission. Originally aired as Episode 207, this conversation opened eyes to the human side of CX in crisis situations. Candy’s team supports Texans during unemployment... moments filled with fear, frustration, and uncertainty...and does it with respect, empathy, and a behavior-based performance model that drives real connection. CHAPTERS 00:00 Respect, compassion, and courtesy 03:50 Building empathy into every call 05:48 Balancing efficiency and humanity 07:47 Turning emotional calls into positive experiences 09:03 Crisis response and wellness checks 11:09 Supporting agents after difficult calls 12:37 First Class Lounge 16:32 Managing complaints in a regulated environment 19:18 Improving what you can control If you like CX Passport, I have 3 quick requests: ✅ Subscribe to the CX Passport YouTube channel https://www.youtube.com/@cxpassport ✅ Join other “CX travelers” with the weekly CX Passport newsletter https://cxpassport.kit.com/signup ✅ Bring 🎙️🎬 CX Passport Live to your event https://www.cxpassportlive.com I'm Rick Denton and I believe the best meals are served outside and require a passport.