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E33: The Human Experience with John Sills
Sep 22, 2023
John Sills, leader in customer-led business and innovation, explores the significance of emotional and human experiences in creating successful organizations. He discusses the disconnect between leaders and customer experience, common challenges in becoming customer-led, understanding customer behavior, and offers advice to his younger self.
33:10
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Quick takeaways
- Organizations must prioritize the emotional and human aspects of customer experience alongside new technologies.
- Investing in customer experience is essential and can be more costly to neglect, requiring leaders to maintain an outside perspective and empower their teams.
Deep dives
The Importance of Customer Experience
John Sills, author of The Human Experience, discusses the importance of focusing on the emotional and human aspects of customer experience. He explains that while organizations have embraced new technologies, they have often neglected the human connection, leading to a decline in customer satisfaction. Sills emphasizes the need for organizations to harness technology while staying human in their approach to customer interactions.
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Discover
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