Solo Travel Taught Me Everything I Know About CX
Before I was mapping journeys for global brands, I was navigating them on my own — backpack slung over my shoulder, passport in hand, learning how to move through unfamiliar places with intention, curiosity, and trust.
What I didn’t realize then was that solo travel was shaping the foundation of how I approach customer experience (CX). Because at its core, CX is about guiding someone through a journey where they are the hero — and your brand is just a well-placed guide, offering clarity, ease, and maybe even delight along the way.
Here’s what solo travel taught me that now shows up in every CX strategy I lead:
1. Every journey is emotional
When you travel alone, it’s not just about logistics — it’s about emotion. The excitement of stepping into a new culture. The anxiety of getting lost. The relief of finding someone who speaks your language.
Sound familiar?
Your customers are on an emotional journey too. Whether they’re opening a bank account, scheduling a notary appointment, or booking a dream trip, their decisions are shaped by how they feel at every stage.
Good CX anticipates emotion. Great CX designs for it.
2. Friction is inevitable — but clarity is everything
In Spain, I once tried to buy a train ticket from a machine that only accepted exact change… in coins… with zero signage in English.
It reminded me that confusion is the biggest CX killer. Not price. Not competition. Confusion.
The best brands don’t just remove friction — they guide people through it with clarity, empathy, and smart design.
3. Personalization makes people feel seen — not stalked
When a local shop owner in Oaxaca remembered my name the second time I walked by, I felt seen. Cared for. Connected.
That’s what real personalization does. It’s not just data-fueled targeting — it’s recognizing people in meaningful, relevant ways.
Whether I’m building journeys for a loyalty program or rewriting content for a mobile banking app, I use personalization as a trust-building tool, not a gimmick.
4. Moments of delight create memories that last
Travel is made up of tiny moments: a handwritten welcome note at check-in, a local guide who goes off script, a perfectly timed espresso on a cobblestone street.
In CX, these are called “micro-moments” — and they matter. Because no one remembers the full map. They remember how they felt in one standout moment.
Great brands know this. They design for those small moments, again and again.
5. Trust is earned — one experience at a time
When you're traveling solo, you learn quickly who to trust: the hotel that responds fast, the platform that delivers on its promise, the driver who shows up on time.
The same goes for brands. CX is how trust is built — not through marketing, but through consistent, honest, thoughtful interactions that make people feel safe, valued, and understood.
Final Thoughts
I didn’t set out to connect travel and CX. But I’ve found that the best experience designers think like travelers: curious, observant, and always focused on the path ahead.
So whether I’m helping a client optimize their content system or mapping a digital journey for a bank, I bring the same mindset I carry on the road: human first. Every time.
📍And if you're looking for a guide to help map your next customer journey? I'm ready when you are.
👉 Let’s build something meaningful.