In this latest episode of The Voice of Customer Experience, we talk to Colin Shaw, a trailblazer in the field of customer experience and marketing, a renowned keynote speaker, consultant, and author, and the founder and CEO of Beyond Philosophy LLC.

Colin shares his thoughts on the apparent decline in enthusiasm for customer experience, noting that many executives are failing to see the return on investment. He explains how it’s vital to dig deeper into what customers really want so you can understand what drives value for them in your experience.

He shares his four aspects of customer experience: the rational, the emotional, the subconscious, and the role of behavioural science, providing examples of how these work in practice.

He offers valuable advice on how and where technology—and AI in particular—can support customer experience, and the importance of avoiding simple mistakes when deploying AI.

Colin also highlights the importance of empathy in customer experience, explaining how empathy and emotional intelligence can reduce employee turnover and increase profitability.