’The Human Experience: Whatever Happened to Emotion and Empathy?’, with John Sills

2024-05-08

“The biggest challenge I think the CX industry has got is the fact that it’s become an industry.” Joined by John Sills, Managing Partner at The Foundation, in episode #709 of the Inspiring Women in CX podcast, we explore the alarming disparity between the booming CX technology market and actual improvements in the experience felt by customers. Sharing his perspective on the state of CX today, advocating for real immersion into customers’ lives over endless feedback surveys, and emphasi...

“The biggest challenge I think the CX industry has got is the fact that it’s become an industry.”

Joined by John Sills, Managing Partner at The Foundation, in episode #709 of the Inspiring Women in CX podcast, we explore the alarming disparity between the booming CX technology market and actual improvements in the experience felt by customers.

Sharing his perspective on the state of CX today, advocating for real immersion into customers’ lives over endless feedback surveys, and emphasising the role of empathy and understanding over technological solutions, listen to the full episode now.

To join the world’s first online community for women in customer experience and technology, visit www.womenincx.community/membership and sign up today.

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