The One With the (CX) Pet Shop Boys - Scott Lee Holloway E226 Greatest Hits

What's on your mind? Let CX Passport know...Can complaints actually be your company’s greatest asset?In this *Greatest Hits* episode of CX Passport, Scott Lee Holloway shares his CX journey…from a teenage pet shop employee in the UK to leading customer experience strategy for APS Bank in Malta.Originally aired as Episode 167, this conversation continues to resonate. Scott breaks down the cost of poor CX, why unstructured feedback matters, and how creativity (including a James Bond-style internal launch video) can drive serious CX results.CHAPTERS  00:00  The cost of poor CX  02:29  Malta and the road to APS Bank  05:29  Support ≠ inefficiency  08:03  Getting skeptics on board  10:06  Loving complaints  15:52  CX maturity in Malta  18:08  First Class Lounge  23:50  Extracting value from unstructured data  26:58  Building a CX team from scratchEpisode resources:  Connect with Scott Lee Holloway on LinkedIn: https://www.linkedin.com/in/scottleeholloway  Visit Scott’s site: https://www.scottleeholloway.com  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.comI'm Rick Denton and I believe the best meals are served outside and require a passport.

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