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

“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.