Join us for an exclusive premium webinar with John Sills on CX design and innovation

Organisations are perfecting the functional experience at the expense of the emotional, human experience.

In this talk, I'll cover:

• That organisations are full of humans who aren’t allowed to act in a human way

• Why customer loyalty is a myth

• How we escape from the epidemic of feedback surveys

• The pain of being on hold (unless you're with Octopus Energy)

• Why Swiss trains are so much better than UK ones

The stats behind this are fairly shocking:

• 85% of customers think organisations are now impersonal

• 83% think organisations take customers for granted

• 81% think organisations are more interested in cutting costs than creating a great customer experience

And in the US, more people than ever are experiencing problems with organisations. The Wall St. Journal reports ‘some 74% of the 1,000 consumers surveyed said they had experienced a problem in the past year. That is up from 66% in 2020, 56% in 2017, and 32% when the survey was first conducted in 1976.’

The book has had endorsements from Rory Sutherland, the IMD Business School, and the CEOs of first direct, giffgaff, and Tesco. It’s also been featured in the Financial Times and the Wall St. Journal, as well as selected as a book of the month by Malcom Gladwell’s Next Big Idea Club. So hopefully it's not just me that thinks it's ok!