Have you ever pondered how a seemingly insignificant experience can completely transform your perspective? That's the journey we embark on today with John Sills, a customer experience consultant who has seen it all. John shares his rich career journey with us, discussing everything from customer-led success to the importance of customer immersion and engagement. Imagine walking into a shop in Islington, London. This isn't just any shop - it's John's family's shop. His mantra, "make your casual custom permanent," still echoes through these walls, carrying stories of past customers and their experiences. While we dig into the current state of customer experience, John prompts us to think about its future. We ponder on the role of AI in enhancing customer interactions and the risk of losing sight of our customers in this rapidly evolving, product-led era.We also have a frank conversation about the importance of empowering employees to create excellent customer experiences. Using the story of a friend's unpleasant burger joint experience, John paints a vivid picture of how failing to empower employees can drastically impact customer experience. This episode will challenge you to reflect on your own experiences as both a customer and a provider. It will prompt you to think about how you can evolve to better meet your customers' needs, all while preserving the human touch that makes experiences memorable. Join us and let's redefine customer experience together.

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