CX Heroes #47 - Troy Dennis

Learn in this episode: How a $0.50 problem on a transit card unlocked millions in customer loyalty.Why removing everyday friction compounds into retention faster than any new feature will.What intentional AI calibration looks like in practice and why most teams skip it entirely.How to tell the difference between a product that works and a "boardroom product" that only works in the meeting where it was designed.Why ESG and community investment at MasterCard translated directly into closed comm...