This week we chat to John O’Melia from Contentsquare.

 We chat about the ‘disruptive’ CX trends (good and bad) as the world navigates its way out of pandemic, and how quickly the space is evolving. John gives us his personal experiences of disruptive CX since he has started travelling again, especially with regards to an increase in SMS outbound communication from organisations to update customers.

He tells us all about the personalised experience and communicating with customers in the right way and the right time, and how sometimes the ‘disruption’ of communication can be a good thing, depending on the messaging and what is ‘in it’ for the customer.

He also explains what ‘digital humanism’ is and how companies can bring back in the ‘human’ aspect more via technology and respecting people’s time, and how far away some organisations are from this.

On a personal note, John tells us how, even though he lives in San Francisco, he is still an avid Liverpool FC fan, and his love of golf.