Smashing the Plateau: Expanding our Concept of Customer Experience to Include ‘Soul’

Learn how to create a human-centric customer experiences that resonate and drive business results

Smashing the Plateau is a platform founded by David Shriner-Cahn which provides resources to high-performing professionals looking to make the move from the corporate to entrepreneurial realm.

David is also the host of the Smashing the Plateau podcast. I recently had the chance to sit down with him and discuss the evolving landscape of customer experience, exploring what it truly means to connect with customers. We talk about the historical roots of customer experience, the profound impact of technology, and the concept of infusing soul into customer interactions.

Our conversation was wide ranging, covering the following themes:

• The definition of customer experience and its key components
• Common misconceptions organizations have about customer experience
• The importance of understanding customer experience history
• How to align departments for improved customer experience
• The evolution of customer experience from human-computer interaction
• The impact of AI and digital interactions on customer experience
• The shift towards a more humanized approach to business
• The role of community in building effective customer experiences

The aim of the conversation was to help leaders and professionals understand how to help their businesses and enterprises not only adapt but positively thrive in an era where AI is now dominating every aspect of our human lives.

You can listen to the podcast here.