66. Restoring The Human Factor To Fulfill The “Big CX Dream” w/ Ben Smithwell

<p><span style="font-weight: 400;">Basically, CX is in a pretty bad state. Stagnating macro studies on customer experience like the CXI metric are just one indicator…</span></p> <p> </p> <p><span style="font-weight: 400;">In other words, the so-called “Big CX Dream” has failed to live up to its billing. </span></p> <p> </p> <p><span style="font-weight: 400;">In this episode, we talked about some of the soft spots and even illusions in the modern Customer Experience movement…</span> <a href= "https://www.linkedin.com/in/ben-smithwell-ba520a70/"><span style= "font-weight: 400;">Ben Smithwell</span></a> <span style= "font-weight: 400;">joins us on The Customer Experience Podcast! </span></p> <p> </p> <p><span style="font-weight: 400;">Ben is the Director and CX/Service Design Principal at</span> <a href= "https://comotional.com/"><span style= "font-weight: 400;">Comotion</span></a> <span style= "font-weight: 400;">and the Director and CX/Service Design Strategist at Smithwell. </span></p> <p> </p> <p><span style="font-weight: 400;">What we talked about:</span></p> <p><span style="font-weight: 400;">- The Spock vs. Kirk customer experience battle</span></p> <p><span style="font-weight: 400;">- The evidence showing that the Big CX Dream has failed to live up to its billing</span></p> <p><span style="font-weight: 400;">- The tendency to treat CX as an ideology rather than a discipline</span></p> <p><span style="font-weight: 400;">- The tool-led rather than expertise-driven nature of CX</span></p> <p><span style="font-weight: 400;">- The human factor that can help fulfill the Big CX Dream</span></p> <p> </p> <p><span style="font-weight: 400;">Check out this resource we mentioned during the podcast:</span></p> <p> </p> <p><span style="font-weight: 400;">- Ben’s</span> <a href= "https://youtu.be/3ls2SgSAyvk"><span style="font-weight: 400;">TEDx Talk</span></a> <span style="font-weight: 400;">about removing bullies</span></p> <p> </p> <p><span style="font-weight: 400;">- My</span> <a href= "https://youtu.be/0KM8wrpEdLs"><s