🎙️ Your Customer, Your Success — Episode 32
Pulling CX Off the Rocks: Fixes, Fundies, and the Future
Guest: JP Dumas, CX & Retention Strategist, Founder of CX & Growth Strategies LLC, and Partner at CX on the Rocks
Most companies don’t lose customers in one big splash…they lose them in many small, inconsistent ones. In this episode of Your Customer, Your Success, Gary Marra sits down with JP Dumas to talk about what’s really broken in customer experience and how to fix it without turning your business upside down.
From AI hype vs. human truth to retention as a day-one discipline, this is a straight-up, practical conversation about making CX a real economic engine for your business and your success!
🧩 In This Episode
- Why CX isn’t just support—it’s your brand’s reputation when you’re not in the room.
- The true role of the contact center as the front porch and dashboard of your company.
- How pragmatic AI can help—but not replace—the human connection.
- Why retention starts on day one, not at renewal.
- What happens when you chase metrics instead of meaning (hello, NPS addiction).
- How employee enthusiasm sets the ceiling for customer experience.
- Why “fine” customers are more dangerous than the haters.
- What happens when companies actually make it right—and how that drives loyalty.
- The power of culture, pride, and authenticity in the customer journey.
- The future of CX: predictive analytics, sentiment, and simplicity that serves people first.
🧠 JP’s 10 Fixes for Pulling CX Off the Rocks
- Defining CX correctly
- Valuing the Contact Center
- Balancing AI and Humanity
- Retention as a Continuous Process
- From Vanity Metrics to Business Outcomes
- EX Before CX
- Handoffs and Context
- Survey Overreliance
- Owning Issues (and Using Them Well)
- Culture as Brand
- BONUS: It’s Gotta Be The Shoes
🎧 Episode Chapters
01:06 – 🎬 Intro: Welcome to Your Customer, Your Success with JP Dumas
02:18 – 💡 Why does CX matter?
03:47 – ☎️ Why do contact centers still matter in the age of AI?
09:47 – 💰 Viewing CX as an economic engine, not a soft skill
11:51 – 🔁 What retention really means
14:15 – 👥 Why is the employee experience so critical to customer experience?
18:44 – 🧭 What distinguishes a CX-minded company from one that’s just customer- friendly?
20:17 Metrics Myopia, Virtuos Flywheel
21:34 – 🧠 What are you and the CX on the Rocks collective doing to help fix these issues?
33:54 – Do They Really Get CX?
34:23 – ⚖️ Segment: Does It Hold Water?
38:16 – 👟 Segment: Chip Shots
👟 Chip Shots
Book: Failing Forward by John C. Maxwell
Leader to Shadow: Nike CEO Elliot Hill — “Sometimes your manager gives you the title, but the people give you the leadership.”
Sneaker Rotation:
- Air Jordan 1 “Chicago”
- Air Jordan 3 “Black Cement”
- Air Jordan 3 “White Cement”
- Air Jordan 4 “Bred/Black Cement”
- Air Jordan 11
Presentation-day / suit picks:
- Air Jordan 11 “72–10”
- Air Jordan 11 “Bred”
- Air Jordan 11 “Jubilee”
- Air Jordan 11 “Cap and Gown”
JP’s CONTACT INFORMATION:
EMAIL: jdumas@cxgrowthstrategies.com
WEBSITE: www.cxgrowthstrategies.com
LINKEDIN: www.linkedin.com/in/jpdumas1
SOCIAL MEDIA: https://www.instagram.com/j.p.dumas?igsh=MTJ3NmJpMDd3dW5wdg%3D%3D&utm_source=qr
🔗 Connect with Gary Marra:
· LinkedIn: https://www.linkedin.com/in/gary-marra/
· Marra CX Hub: https://marracxhub.com/
· YouTube: YCYS YouTube Page
📣 🎧 Please Listen & Subscribe
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Want to be a guest on Your Customer, Your Success?
Send Gary Marra a message on PodMatch here:
https://www.podmatch.com/hostdetailpreview/1726154102094403cb5558fc4
#CX #CustomerExperience #CustomerSuccess #ContactCenter #EX #Leadership #AI #ArtificialIntelligence #EmployeeExperience