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The Longest Wait: What Kidney Failure Taught Me About Customer Effort

The Longest Wait: What Kidney Failure Taught Me About Customer Effort
CX Gurus
0:00 33:55
Listen on Apple Podcasts

Briefing Notes

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

Featured Guests

Wes Dudey

Wes Dudey

Guest

Fred Stacey

Fred Stacey

Host

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Key Takeaways

  • Wes Dudey experienced a massive heart attack with six cardiac arrests and 1% survival odds, followed by kidney failure, which gave him firsthand insight into customer journeys as a patient rather than as a CX executive.
  • The episode explores the real human cost of customer effort, contrasting how it is measured in business versus how it is actually experienced by people living through complex situations.
  • Host Jess shares her own kidney disease journey publicly for the first time, creating a conversation between two practitioners with direct experience on the patient side of service design.

Frequently Asked Questions

What medical events did Wes Dudey experience?

He had a massive heart attack with six cardiac arrests and 55 shocks, with a 1% survival rate, followed by kidney failure.

What is the main theme of this episode?

The episode examines what customer effort actually costs someone experiencing it, using Wes's and Jess's patient experiences to illustrate lessons for CX design.

What is Wes Dudey's professional background?

He spent his career designing customer journeys as a CX executive.

Is this Jess's first public discussion of her health condition?

Yes, this episode marks her first public conversation about her kidney disease journey.