On this episode, Amelia welcomes Shawn Nason, CEO, Founder and Chief Experience Officer at MOFI, a human-obsessed boutique design firm passionate about reimagining experience ecosystems. During this conversation, Shawn and Amelia discuss:
- How Shawn’s background as a Disney imagineer and as a pastor turned him into an experience evangelist.
- Ways that technology caused CX to move away from the human aspect of customer experience.
- What Shawn means by an “experience ecosystem” approach to customer service.
- Ways in which departments working in their own silos can waste time and money.
- The importance of in-person collaboration to create the best experiences for customers.
- How AI is an enabler, not an answer for human interaction.
- The importance of empathy and the difference between empathy and sympathy.
This podcast is brought to you by NICE, the world’s leading cloud CX platform. Go to nice.com to learn more about our innovative, comprehensive, end-to-end CX solutions. That’s nice.com
#CXO #CX #ContactCentre #CustomerService #CustomerExperience
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