Making Waiting Rooms Suck Less
About this episode
Lauren Janney discusses the creation of CXperks and its impact on customer experience in waiting environments.
A coffee shop magazine wall was supposed to be the idea. Then COVID shut down the world, shared magazines became a non-starter, and Lauren and Scott Janney started asking a different question: what if people could still access magazines without touching the same physical copies as everyone else? That question eventually became CXperks, a platform built to improve the customer experience in places where people are waiting, stressed, or looking for something better to do with their time. Lauren Janney, Co-Founder of CXperks, joins The Fervent Four to talk about the early idea behind the company, how her background in healthcare and customer service shaped the business, why CXperks expanded beyond magazines into games, trivia and partner messaging, and what it takes to build a company with your spouse. The conversation also gets into raising capital, listening to repeated customer feedback, hiring for startup adaptability, having hard conversations with team members, and why customer experience matters most when people are already having a hard day. Timestamps: 0:00 How CXperks helps healthcare teams 1:59 Lauren's path from healthcare to business 3:00 What it means to buy a book of…
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