Katie Bianchi

Don't get me wrong.

It's super fun. But as a tennis player, I like to give it some garbage. I like to give it some...

It's super fun. But as a tennis player, I like to give it some garbage. I like to give it some...

It's super fun. But as a tennis player, I like to give it some garbage. I like to give it some...

It's definitely caused some drama in the suburban landscape.

It's definitely caused some drama in the suburban landscape.

It's definitely caused some drama in the suburban landscape.

Starbucks surprised me in the bus way. And I said that just that it's like my favorite, you know, CX expression is like, it may not be our fault, but it's our problem. So a few weeks ago, I accidentally placed a mobile order at the wrong location in my town. And when I showed up at a different store, they didn't make it my problem.

Starbucks surprised me in the bus way. And I said that just that it's like my favorite, you know, CX expression is like, it may not be our fault, but it's our problem. So a few weeks ago, I accidentally placed a mobile order at the wrong location in my town. And when I showed up at a different store, they didn't make it my problem.

Starbucks surprised me in the bus way. And I said that just that it's like my favorite, you know, CX expression is like, it may not be our fault, but it's our problem. So a few weeks ago, I accidentally placed a mobile order at the wrong location in my town. And when I showed up at a different store, they didn't make it my problem.

Like the barista just said to me, no worries, we'll make it for you. What was it? And it was a very small moment, but it showed empowerment at the front line and a real customer first mindset, which then turned the mistake that I made into into just increasing loyalty.

Like the barista just said to me, no worries, we'll make it for you. What was it? And it was a very small moment, but it showed empowerment at the front line and a real customer first mindset, which then turned the mistake that I made into into just increasing loyalty.

Like the barista just said to me, no worries, we'll make it for you. What was it? And it was a very small moment, but it showed empowerment at the front line and a real customer first mindset, which then turned the mistake that I made into into just increasing loyalty.

This was a highlight of my day, Lacey. So thank you so much for the invite and look forward to trading some more stories with you as things progress in the world of CX. Awesome. Awesome. Thanks, Katie.

This was a highlight of my day, Lacey. So thank you so much for the invite and look forward to trading some more stories with you as things progress in the world of CX. Awesome. Awesome. Thanks, Katie.

This was a highlight of my day, Lacey. So thank you so much for the invite and look forward to trading some more stories with you as things progress in the world of CX. Awesome. Awesome. Thanks, Katie.