MVP Stories: Why Customer Experience Isn’t a Department

In this episode of The SATISFYD Podcast, Ryan Condon sits down with 2026 SATISFYD Experience MVP Scott Backer, Customer Experience Manager at Ziegler CAT, for a conversation about leadership, culture, employee experience, and the human side of customer experience.Scott shares his unique journey from the bicycle industry and SaaS startups into heavy equipment, along with the philosophy that shapes his approach to CX today: customer experience is not a department, it’s how people experience your culture, leadership, and systems every single day.The conversation explores:Why EX and CX are deeply connectedThe meaning behind “curb-to-counter” experienceHow small operational details shape customer perceptionCreating ownership and accountability across teamsMaking customer feedback actionable inside the dealershipWhy the best CX leaders focus on people firstThis episode is full of practical insights for dealership leaders looking to strengthen culture, improve consistency, and create better experiences for both employees and customers.