444: Practitioner Stories: Curbing Coordination Tax At Ridepanda

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.

You can listen to 444: Practitioner Stories: Curbing Coordination Tax At Ridepanda online on Radio and Podcast. Open the player on this page to stream the available audio.

444: Practitioner Stories: Curbing Coordination Tax At Ridepanda is an episode from The CX Cast® by Forrester.

This episode is 18:42 long.

This episode was published on Apr 16, 2026.

Yes. Use the heart button on the episode page to add it to your favorite episodes list.

Yes. This page shows related episodes from The CX Cast® when more episodes are available from the podcast feed.