Episode 06: John Sills | The Foundation

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Rediscovering the human element: Restoring authenticity in customer experience

CX myth-buster, ardent HX enthusiast, and Managing Partner at The Foundation – John Sills, is more than just words. He’s penned a book on it. 

Naturally, we had to have him on the HX Superheroes podcast. 

In conversation with our CEO, Kyle Ferguson, Sills talks about the essence of Human Experience, building visceral connections with customers even in big companies, and embedding humanity in CX. 

Expect John to tackle tough questions as well. Why didn’t customer satisfaction improve? Why are companies still in the dark about their customers? Where did the emotional connection go?

Intrigued? If you need more convincing, there is some interesting discussion about three major CX myths – loyalty, feedback and ROI.