The One With the Slow CX – Sarah Kinard E246

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What if customer experience isn’t fast, frictionless, or flashy…but deliberate, long-term, and built over years? Sarah Kinard talks about why CX in architecture, engineering, and construction is inherently slow CX…and why that perspective may be exactly what other industries need.

5 Insights from the Episode

• CX in AEC unfolds over years…not moments, journeys, or transactions.
• Clients aren’t just buying outcomes anymore…they’re buying clarity, foresight, and shared accountability.
• The post-2009 talent gap created a “missing middle,” weakening CX instincts across firms.
• CX struggled to scale because it relied on heroic individuals instead of systems.
• Primary research focused on intent, not opinion, leads to smarter growth decisions.

CHAPTERS

00:00 Welcome to CX Passport
02:00 CX in AEC…from toilets to symphony halls
05:20 Risk, confidence, and defensible decisions
06:45 The generational talent gap and CX instincts
09:40 Why “soft skills” are essential business skills
10:55 The role of the SMPS Foundation
12:30 Growth, research, and the Flamingo Project
15:25 Intent vs opinion in customer research
17:20 First Class Lounge ✈️
20:45 Peak-end rule in a 10-year experience
23:30 Why CX lagged…and why it’s catching up
28:15 AEC as the ultimate team sport

Guest Links:

SMPS Foundation - https://www.smps.org/
The Flamingo Project - https://theflamingoproject.com/
LinkedIn -  https://www.linkedin.com/in/sarahkinard/

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

Disclaimer: 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).