Customer Experience is on the decline in almost every sector. In 1987’s Planes, Trains & Automobiles, Steve Martin’s character embodied the frustration many customers feel today. His expletive-laden tirade at a disinterested and unhelpful car rental agent played by Edie McClurg might resonate with many customers today. If it were a real company, some might suggest Marathon Car Rental should hire a CX Consultant.

But Customer Service Evangelist, Amas Tenumah, has some very different thoughts on the CX movement, consultants, and what will ultimately improve customer experience. His refreshing takes can be found in his books, multiple podcasts as both guest and host, and contributions to the likes of NPR and Forbes, and now, Next in Queue.

We discuss: • The Negative Impact of the CX Movement • Customer Anger and the Desire for Revenge • The Complexity of CX in the Omni-Channel Age • Demanding Change in Customer Service • The Power of Grassroots Movements • Prioritizing Contact Center Agents

Connect with Amas on LinkedIn – https://www.linkedin.com/in/amastenumah/

Books and Podcasts by Amas – https://www.amazon.com/s?i=stripbooks&rh=p_27%3AAmas+Tenumah&s=relevancerank&text=Amas+Tenumah&ref=dp_byline_sr_book_1

Music courtesy of Big Red Horse – https://bigredhorseband.com/

Brought to you by Happitu – https://happitu.com/