By 2025, AI will power 95 percent of all customer interactions. But despite of this technological disruption my guest today argues that the most important part of a great ?customer experience is relationship building. John DiJulius is a sought-after authority on world-class customer experience, working with companies such as The Ritz-Carlton, Lexus, Starbucks, and Progressive Insurance. In his new book, The Relationship Economy: Building Stronger Customer Connections in the Digital he shows readers how to attain meaningful, lasting relationships with customers.

In this episode, we cover:

• 5:43 – Customer Experience vs Customer Service vs Customer Support
• 9:10 – Being the cheapest or the best
• 10:49 – Why companies are reallocating advertising and marketing dollars to customer experience
• 12:24 – Why micro-experiences are important for building customer loyalty
• 14:14 – Checklist Manifesto
• 14:55 – From automation to experiences
• 15:04 – Using AI for improving customer experience
• 18:52 – MSA (Mental Stimulation Addiction)
• 21:13 – From bored to brilliant
• 29:28 – Collecting people

Resources mentioned in this episode:

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