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