In this conversation, Amas Tenumah and Bruce Temkin delve into the current state of customer experience (CX), its evolution, and the challenges faced by organizations in effectively managing it. They discuss the importance of understanding the mechanics behind CX, the role of CX leaders, and the impact of metrics like Net Promoter Score (NPS). The conversation also touches on the emergence of experience management (XM), the significance of human-centric organizations, and the implications of AI in the business landscape. Temkin emphasizes the need for leaders to understand behavioral science and the context behind customer interactions to drive meaningful change.

Takeaways

Customer experience is in a troubling state.

CX leaders often miss the mechanics behind customer experience.

The 2008 financial crisis propelled the focus on CX.

NPS helped bring attention to customer experience.

CX should be about understanding and serving customers, not just metrics.

Experience management emerged as a way to differentiate in the market.

Humanity at scale focuses on creating human-centric organizations.

AI should be viewed as a tool, not a strategy.

Leaders need to understand behavioral science to improve decision-making.

Fundamental attribution error affects how leaders perceive customer interactions.

Sound bites

"NPS was great for customer experience."

"Humanity at scale is my movement."

"AI is just a tool, not a strategy."

Chapters

00:00 The State of Customer Experience

02:55 The Evolution of Customer Experience

06:10 The Role of CX Leaders

09:00 The Impact of NPS on CX

11:46 Understanding Experience Management

14:54 Humanity at Scale

17:59 AI and Its Implications

21:06 Fundamental Attribution Error

In this brutally honest episode, Amas Tenumah sits down with Dan Mannion, CEO of Spark CX, to unpack one of the industry’s most embarrassing truths: most contact centers still have no idea why customers are contacting them.

They dive into:

• Why decades of dashboards and speech analytics failed to deliver real insight.

• How Spark CX is using generative AI to turn unstructured call data into actual understanding.

• Why “automating empathy” is nonsense — and what AI can do right.

• The hilarious (and horrifying) true stories of AI hallucinations in customer service, including one that ended with a 911 call.

• What it really takes to build a startup from scratch in an industry addicted to inertia.

If you care about customer experience, leadership, or the future of AI in service — this one will both shock and inspire you.

🎙️ Hosted by Amas Tenumah — calling bullshit on corporate fairy tales and fighting for the humans on both sides of the headset.

Summary

In this conversation, Amas Tenumah and Imran Noormohamed explore the evolving landscape of consulting, customer experience, and the impact of AI on the industry. Imran shares his journey into consulting, emphasizing the importance of customer experience as the core of business success. They discuss the prevalent focus on AI in client conversations, the future role of consultants, and the need for introspection among clients regarding their strategies. The discussion also touches on the balance between human interaction and AI in customer service, highlighting both optimism and concerns about the direction of the industry.

Takeaways

Customer experience is the heart and soul of businesses.

AI is a prevalent topic in consulting conversations.

Consultants need to adapt to the changing landscape of technology.

Clients should ask what they are missing in their strategies.

The role of consulting may shift towards needing different skill sets.

Efficiency in consulting may lead to fewer consultants needed.

Human interaction remains crucial in customer service despite AI advancements.

Companies are beginning to recognize the potential of contact centers as revenue sources.

Cheaper solutions do not always equate to better service.

The future of consulting will require a balance between AI and human expertise.

Chapters

00:00 Introduction to Consulting Journey

02:15 Understanding Customer Experience

04:25 AI in Consulting: Current Trends

07:59 The Future of Consulting in 2025

11:31 Personal Insights and Impactful Purchases

13:34 Client Expectations and AI Integration

19:18 Optimism and Pessimism in Customer Experience

28:53 Amas outro.mp4