Episode 21 - Customer Service is harder than Rocket Science pt1 (w Luke Anderson)

I got to stop watching the news, it is messing with my worldview - I am pro-human being, I am decidedly optimistic about the inherent goodness of humans. Whether you are bullish or bearish on the goodness of humanity is beside the point. The thing is at some point in your business you have to put two human beings in a room or on the phone who have never met each other - correctly predicting how well that ends is nearly impossible. This is why I was pretty stoked to talk to Luke, he is focusing on that very thing, how do we improve the Human to Human interactions in Customer Experience. There are all kinds of models that can predict how a Rocket will launch into orbit...there's not a model that can predict how two human beings how have never met will interact"