The Human Experience

In this SuperSalon, John Sills joins Interintellect host Olena to discuss his new book The Human Experience, including how to create human-centred experiences and companies, how organisations are taking customers for granted, and why Swiss trains are so much better than UK ones.

Across all sectors, organizations’ fixation with functionality has meant that the ‘human’ elements of the customer’s experience have become neglected. Strict processes and automated procedures have created organizations full of people who aren’t allowed to act in a ‘human’ way. And the epidemic of feedback requests have left leaders believing they’re close to what matters to their customers – whereas really, they’re only close to customers’ opinions of their services.

Shouldn’t organisations be trying to make life better for customers, rather than causing them stress and anxiety? Yet we all remember that never-ending elevator music whilst waiting for a company to pick up the phone – an average customer can expect to spend around 43 days of their life waiting on hold.

On either end of your product or service is a human (for now) — so what does it mean to build culture and an experience with humanity at its heart?

“Organisations are now full of humans who aren’t allowed to act in a human way” – John Sills

In this SuperSalon, John Sills and long time host Olena Bulygina will cover:

• Why customers are no more satisfied than they were a decade ago
• Are things getting worse? Is customer loyalty dead?
• What everybody gets wrong about customer experience approaches
• How we escape from the epidemic of feedback surveys
• What are the qualities of customer obsession? Is there something we can beg, borrow and steal from trailblazers?
• Is customer experience local or global?

For this, we will dig up history, decades of direct international experience, and extensive research and illustrative case studies to figure out collectively whether the emotional experience is just as important as the functional one. We also will try to outline customer service accessibility second order effects, and their magnitude.

Join us for the evening of conversation on CX myths, reality, pain of hold music, actionable insights and importance of predictions (no NPS scores or slide decks involved!)

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