The One With Leading Neurodivergence CX – Stine Marsal E253

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In this week’s CX Passport, The One With Leading Neurodivergence CX – Stine Marsal E253, Stine challenges how we think about customer experience results. From airport security to inclusive design, she makes the case that CX only works when it serves the business strategy… and when it reduces real barriers for real people.

Stine Marsal, the first CX Passport guest from Denmark, shares how her work at Copenhagen Airport reshaped her thinking. Stop centering only the customer. Start centering the people delivering the experience. And always tie experience to measurable business outcomes.

Here are five key insights from the episode:

• CX delivers results when it removes employee barriers, not when it adds fluffy expectations
• Designing for neurodivergence and hidden disabilities improves experience for everyone
• One in four people may have a hidden disability… and that has real business impact
• NPS without context can mislead strategy and frustrate customers
• The comments matter more than the score… eliminate recurring pain points and results follow

CHAPTERS
00:00 Welcoming the First Guest from Denmark
01:55 From Tivoli to Copenhagen Airport
03:24 Stop Centering Only the Customer
06:29 Why Stine Built a Practitioner Community
10:06 The CX Industry’s Results Problem
11:55 Mapping Disability Barriers in Airports
14:45 One in Four Have Hidden Disabilities
17:50 Designing for Cognitive Load
21:52 First Class Lounge
25:22 Rethinking NPS and Metrics
29:40 Why Comments Matter More Than Scores
31:10 The Customers Who Never Come

Guest Links
LinkedIn: https://www.linkedin.com/in/stinemarsal/
Website: https://www.stinemarsal.dk/

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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).