The Longest Wait: What Kidney Failure Taught Me About Customer Effort
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The Longest Wait: What Kidney Failure Taught Me About Customer Effort
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Wes Dudey spent his career designing customer journeys. Then a massive heart attack — six cardiac arrests, 55 shocks, a 1% survival odds — followed by kidney failure, put him inside a journey he didn't design.
In this first episode of CX Gurus, host Jess talks with Wes about what he learned as a patient that he never fully understood as a CX executive: what customer effort actually costs someone living it, not just measuring it.
This episode also marks Jess's own first public conversation about her kidney disease journey — making this less an interview and more two practitioners comparing notes from the other side of the counter.
Watch on YouTube → https://www.youtube.com/@cxguruspodcast
Produced by the Cloud Tech Gurus Team. Subscribe for more insights from industry leaders. Visit www.cloudtechgurus.com