What's on your mind? Let CX Passport know...

What happens when a pensions company decides to fight regulatory complexity with game shows, cartoons, and podcasts? Claire Bristowe made it work ... and has 30,000 hours of employee participation, six gold awards, and a two-month waitlist for live call listening to show for it.

What you'll learn in this episode:

• How regulation in financial services became a CX asset, not a barrier
• Why fun was the only strategy that could reach the disengaged
• What 53 research sessions taught Claire before she launched anything
• How live call listening creates accountability that outlasts the session
• Why one sentence in a letter was worth 1.3 FTE

CHAPTERS

00:00 Regulation as a CX asset in financial services

02:53 Bringing customers into legal document design

05:42 64 customers applied to review three documents

08:35 Why fun became the strategy ... and how it was chosen

11:55 Where Claire actually started: 53 research sessions

13:51 Live call listening: the highest-engaged initiative

16:00 First Class Lounge

19:08 Targeting the disengaged ... not just the willing

22:10 Balancing immediate reaction with long-term roadmap

23:21 The promoter team: 34 colleagues across the business

25:48 Accountability after the session ends

28:20 Small changes, real financial results

30:14 Connectivity as a CX team's hidden value

Connect with Claire Bristowe on LinkedIn: https://www.linkedin.com/in/claire-bristowe-ccxp-102026135/

Listen: https://www.cxpassport.com 

Watch: https://www.youtube.com/@cxpassport 

Newsletter: https://cxpassport.kit.com/signup

I'm Rick Denton and I believe the best meals are served outside and require a passport.

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).