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The One With Simpler CX - Luis Carrillo E247 episode artwork

EPISODE · Jan 13, 2026 · 21 MIN

The One With Simpler CX - Luis Carrillo E247

from CX Passport · host Rick Denton

What's on your mind? Let CX Passport know... Customer experience doesn’t need to be complicated to work. In this CX Open To Work episode, Luis Carrillo shares why simpler CX creates immediate impact…for customers, teams, and the business. From removing friction to building trust, this conversation focuses on CX that actually works. 5 CX Insights from the Episode • Simpler CX delivers results customers, employees, and leaders can feel • Listening to customers beats guessing every time • Returns are a trust moment…not a policy problem • Training and QA quietly power great experiences • CX drives revenue when effort is reduced CHAPTERS 00:00 Welcome + CX Open To Work 01:32 Why simpler CX creates immediate impact 04:18 Reducing friction without punishing good customers 07:24 CX as a revenue engine 10:52 Recovery, trust, and loyalty 12:03 First Class Lounge 16:17 What companies still miss in CX 19:15 What’s next for Luis Guest Links LinkedIn: https://www.linkedin.com/in/luiscarrillo-21a70520/ Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I'm Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation. The opinions expressed by guests are solely theirs and do not necessarily represent the views or positions of the host(s).

Episode metadata supplied by the publisher feed · Published Jan 13, 2026

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What's on your mind? Let CX Passport know... Customer experience doesn’t need to be complicated to work. In this CX Open To Work episode, Luis Carrillo shares why simpler CX creates immediate impact…for customers, teams, and the business. From removing friction to building trust, this conversation focuses on CX that actually works. 5 CX Insights from the Episode • Simpler CX delivers results customers, employees, and leaders can feel • Listening to customers beats guessing every time &n...

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The One With Simpler CX - Luis Carrillo E247

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This episode was published on January 13, 2026.

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