Amazing Business Radio: Andy MacMillan

Closing the Empathy Gap in CX
How to Balance Technology with the Human-to-Human Customer Connection
Shep Hyken interviews Andy MacMillan, CEO of UserTesting. They discuss strategies for building a customer-centric culture by balancing empathy and human connection with digitization and technology.
Top Takeaways:
Many companies will do “functional testing” to make sure their products work, but leave out “user testing” to ensure that their customers are having a good experience with their product.
Brands must remember that they not only sell products and services, but experiences. As much time and effort should be put into making sure the experience is a good one.
Companies build brand loyalty, not technology loyalty. Whether your touchpoints are digital or in person, there must be a personal element of the brand at each one.
Though technologies have changed and improved, customer service and experience have remained the same. Nothing has really changed. Customers still want a quick and easy