Growth makes coordination of customer problems harder - whatever your product. If your product is physical, the journey is daily, and customers are forming new habits, the "coordination tax" can erode both customer and employee experiences.

In this episode, CX Cast co-host Angelina Gennis speaks with Cassidy Grace, CX Manager at Ridepanda about what it takes to scale CX in a B2B2C model without losing warmth, clarity, or trust. Casidy explains why CX is where "strategy meets human messiness" and they both react to data provided by Front on coordination tax. Key takeaways include:

Where to intentionally invest human time in customer experiences to reduce friction later

How measuring coordination - not just tickets - unlocks better CX decisions

How to avoid scaling inefficiency as you navigate growth in complex, cross-functional environments.