Simon Robinson is one of the pioneers of customer experience, having co-authored the world’s first article on customer experience strategy in 1995. In the 1990s, he served as the business development manager responsible for smartphones at British Telecom (BT Cellnet/O2) and was a co-founder of Genie Internet, one of the UK’s first startup unicorns developed inside BT Group.

He is the Worldwide CEO of Holonomics, an international keynote speaker, and a bestselling author, including Designing Customer Experiences with Soul: How to Build Products, Services, and Brands that People Genuinely Love (2024).

In today’s episode of Smashing the Plateau, you will learn how to redefine customer experience by integrating the concept of 'soul' into customer interactions.

Simon and I discuss:

• The definition of customer experience and its key components [00:02:09]
• Common misconceptions organizations have about customer experience [00:03:23]
• The importance of understanding customer experience history [00:05:00]
• How to align departments for improved customer experience [00:06:56]
• The evolution of customer experience from human-computer interaction [00:08:02]
• The impact of AI and digital interactions on customer experience [00:10:52]
• The shift towards a more humanized approach to business [00:11:56]
• The role of community in building effective customer experiences [00:24:04]

Medium: https://medium.com/@srerobinson

Amazon: https://a.co/d/0jeQgFO

Instagram: https://www.instagram.com/srerobinson1/

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