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

Basically, CX is in a pretty bad state. Stagnating macro studies on customer experience like the CXI metric are just one indicator…

In other words, the so-called “Big CX Dream” has failed to live up to its billing. 

In this episode, we talked about some of the soft spots and even illusions in the modern Customer Experience movement… Ben Smithwell joins us on The Customer Experience Podcast! 

Ben is the Director and CX/Service Design Principal at Comotion and the Director and CX/Service Design Strategist at Smithwell. 

What we talked about:

- The Spock vs. Kirk customer experience battle

- The evidence showing that the Big CX Dream has failed to live up to its billing

- The tendency to treat CX as an ideology rather than a discipline

- The tool-led rather than expertise-driven nature of CX

- The human factor that can help fulfill the Big CX Dream

Check out this resource we mentioned during the podcast:

- Ben’s TEDx Talk about removing bullies

- My TEDx Talk about the Flight Back to the Face 

Subscribe, listen, and rate/review the Customer Experience Podcast on Apple Podcasts, Spotify, Google Play or Google Podcasts, and find more episodes on our blog.