In this episode of the Angus and Pete Show, we talk about customer engagement and the painful disconnect many people feel when dealing with companies. Drawing on reports from Contact Babel, we discuss why technology alone can't fix customer experience. The real secret is empathy and focusing on core customer needs: speed, convenience, and the human touch. We also look at the massive financial stakes—great service earns a premium, but one bad interaction can make a customer walk away fast.
### Key Takeaways
* *Prioritize the fundamentals.* Speed, convenience, and friendly service are non-negotiable must-dos for a great experience. Focus investment on technologies that support these benefits, not just on cutting costs.
* *The human touch matters most.* Customers overwhelmingly want interaction with a real person, especially when things go wrong. AI should be used to augment agents—giving them tools and insights to enhance empathy and compassion—not to automate the relationship away.
* *The stakes are high.* Great service allows businesses to charge a price premium, potentially up to 16%. But failure is costly: 32% of customers globally will abandon a beloved brand after just one bad experience.
