Ben Smithwell's guest appearances

Ben Smithwell

B2B Growth

The Customer Experience Podcast

Joe Caprio

David Brier

Samantha Stone

Jeff Breunsbach

Sara Varni

Paula Hayes

Logan Lyles

Jaime Casap

Kristy Krueger

Sharon Toerek

Dan Gingiss

Sarah Toms

David Avrin

Mark Schaefer

Shep Hyken

OwlTail

In this episode of the #CX series, Ethan Beute, Chief Evangelist at BombBomb, talks with Ben Smithwell, CX strategist and designer at Comotion, about the unfulfilled promise of the "Big CX Dream" and how to restore the human factor. Listen to more CX conversations on Ethan's podcast, The Customer Experience Podcast by clicking through one of the following links to your favorite podcast player: Apple Podcasts Spotify Sticher Google Play Google Podcasts

#CX 65: Spock vs Kirk: A Perfect Analogy for CX Design w/ Ben Smithwell

Basically, CX is in a pretty bad state. Stagnating macro studies on customer experience like the CXI metric are just one indicator…   In other words, the so-called “Big CX Dream” has failed to live up to its billing.    In this episode, we talked about some of the soft spots and even illusions in the modern Customer Experience movement… Ben Smithwell joins us on The Customer Experience Podcast!    Ben is the Director and CX/Service Design Principal at Comotion and the Director and CX/Service Design Strategist at Smithwell.    What we talked about: - The Spock vs. Kirk customer experience battle - The evidence showing that the Big CX Dream has failed to live up to its billing - The tendency to treat CX as an ideology rather than a discipline - The tool-led rather than expertise-driven nature of CX - The human factor that can help fulfill the Big CX Dream   Check out this resource we mentioned during the podcast:   - Ben’s TEDx Talk about removing bullies   - My TEDx Talk about the Flight Back to the Face    Subscribe, listen, and rate/review the Customer Experience Podcast on  Apple Podcasts,  Spotify,  Google Play or  Google Podcasts, and find more episodes on our blog.

Basically, CX is in a pretty bad state. Stagnating macro studies on customer experience like the CXI metric are just one indicator… In other words, the so-called “Big CX Dream” has failed to live up to its billing.  In this episode, we talked about some of the soft spots and even illusions in the modern Customer Experience movement… <a href="https://www.linkedin.com/in/ben-smithwell-ba520a70/" rel="nofollow" target="_blank">Ben Smithwell</a> joins us on The Customer Experience Podcast!  Ben is the Director and CX/Service Design Principal at <a href="https://comotional.com/" rel="nofollow" target="_blank">Comotion</a> and the Director and CX/Service Design Strategist at Smithwell.  What we talked about: - The Spock vs. Kirk customer experience battle - The evidence showing that the Big CX Dream has failed to live up to its billing - The tendency to treat CX as an ideology rather than a discipline - The tool-led rather than expertise-driven nature of CX - The human factor that can help fulfill the Big CX Dream Check out this resource we mentioned during the podcast: - Ben’s <a href="https://youtu.be/3ls2SgSAyvk" rel="nofollow" target="_blank">TEDx Talk</a> about removing bullies - My <a href="https://youtu.be/0KM8wrpEdLs" rel="nofollow" target="_blank">TEDx Talk</a> about the Flight Back to the Face<a href="https://youtu.be/0KM8wrpEdLs" rel="nofollow" target="_blank"> </a> Subscribe, listen, and rate/review the Customer Experience Podcast on <a href="https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989" rel="nofollow" target="_blank"> Apple Podcasts</a>, <a href="https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq" rel="nofollow" target="_blank"> Spotify</a>, <a href="https://play.google.com/music/listen?u=0#/ps/Ib4mg6ojo5rlrqjdjcdg6oiyx3q" rel="nofollow" target="_blank"> Google Play</a> or <a href="https://podcasts.google.com/?feed=aHR0cHM6Ly9jdXN0b21lcmV4cGVyaWVuY2Vwb2RjYXN0LmxpYnN5bi5jb20vcnNz&amp;hl=en" rel="nofollow" target="_blank"> Google Podcasts</a>, and find more episodes on our blog.

66. Restoring The Human Factor To Fulfill The “Big CX Dream” w/ Ben Smithwell