S2, E25 - Community Is the Last Human Moat in CX

Summary

In this episode of Unf*cking Your CX, host Zack Hamilton and guest Michael Cooksey discuss the evolving landscape of customer experience (CX) as we approach 2026. They explore the importance of digital communities in fostering human connection, the balance between technology and personal interaction, and practical tips for enhancing CX through community engagement. The conversation emphasizes the need for tech companies to prioritize genuine human connections over purely digital interactions, especially in an age dominated by AI and self-service solutions.

Takeaways

1/ CX is rapidly evolving and requires adaptation.
2/ Digital communities are essential for CX practitioners.
3/ Human connection is invaluable in customer experience.
4/ AI is a significant but complex factor in CX.
5/ Tech companies should not over-index on AI enthusiasm.
6/ Offering online communities can enhance customer engagement.
7/ Customers value spaces to express their thoughts freely.
8/ Balancing technology with human interaction is crucial.
9/ The future may see a monetization of human connection.
10/ Community engagement should not be treated as a marketing channel.

Chapters

00:00 The Evolution of Customer Experience
02:48 The Role of Digital Communities in CX
05:29 Balancing Technology and Human Connection
08:26 Practical Tips for Enhancing CX
11:03 The Future of Human Connection in a Digital World

Keywords

Customer Experience, Digital Communities, AI, Human Connection, CX Strategies, Technology in CX, Online Engagement, Community Building, Customer Feedback, Digital Transformation, Experience Performance, Unfucking Your CX