What's on your mind? Let CX Passport know...CX to sin. Peak-end to forgiveness. Episode 250 won’t be what you’re used to.This milestone episode examines how experiences actually end, and why organizations avoid designing that moment. In a wide-ranging conversation with Joe Macleod, CX Passport connects customer experience to religion, environmental responsibility, shame, and the circular economy. The conversation challenges the idea that endings are merely operational details rather than emotional and moral ones. Joe also becomes the show’s first guest from Sweden, adding a perspective shaped by consensus, systems thinking, and responsibility.5 Key Insights from the EpisodeMost organizations never ask “How does this end?” as an experience, only as an operational handoffThe customer journey builds empowerment and agency, then abandons customers at the moment of exitShame appears when responsibility for disposal, data, or materials is shifted entirely to the customerReligious and cultural frameworks offer richer language for endings than modern consumer systemsPoorly designed endings damage brand memory and trust long after the relationship is overChapters00:00 Intro02:00 Designing beginnings while ignoring endings05:20 Shame vs guilt at the end of the customer journey08:40 Dark patterns, abandonment, and off-boarding11:30 Consumption and environmental responsibility13:10 Sweden, the UK, and systems thinking16:45 First Class Lounge21:30 Religion, forgiveness, and consumer psychology24:50 Buddhism, Shinto, and product endings28:00 Brand damage caused by poor endingsGuest LinksAndend website  https://www.andend.coLinkedIn  https://www.linkedin.com/in/josephmacleod/Ends (book, affiliate link): https://amzn.to/3M3zDKLEndineering (book, affiliate link): https://amzn.to/4atZWmy Ends ebook — https://www.smashwords.com/books/view/744267 25% off discount code: NCKEVEndineering ebook — https://www.smashwords.com/books/view/1116883 25% off discount code: NCKEVIntroduction to Endineering course — https://www.andend.co/introductionendineering-125% off discount code: 7D7AQF5Continue the JourneyListen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signupI'm Rick Denton and I believe the best meals are served outside and require a passport.DisclaimerThis 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).