{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"The Cashflow Show: Entrepreneurship Insights for Founders, CEOs and Business Leaders","title":"Why Poor Customer Service Shows Businesses Don’t Understand Their Customers | Damian Stirrett, ServiceNow","html":"<iframe width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless src=\"https://share.transistor.fm/e/597c93d8\"></iframe>","width":"100%","height":180,"duration":861,"description":"Episode Summary\nIn this episode of The Cashflow Show, host Clayton M Coke speaks with Damian Stirrett, UK and Ireland Group Vice President and General Manager of ServiceNow. They discuss the growing disconnect between what executives believe about customer experience and what customers actually feel, the limits of AI when used only for speed, the continuing need for human empathy, and how fragmented systems drive frustration and churn.\nChapters\n00:00 – Introduction and welcome\n00:26 – Damian’s role and what ServiceNow does\n00:55 – Why businesses fail through poor processes\n01:24 – Shifting customer expectations\n01:53 – AI convenience vs lack of empathy\n02:22 – Customers want both speed and human contact\n03:18 – The risk of over-automating\n04:17 – Time wasted on broken customer service\n05:16 – Fragmentation and siloed systems\n05:45 – Barriers to using AI for empathy\n06:44 – Misdiagnosing the customer experience problem\n07:43 – Why AI still fails in conversations\n08:08 – Three shifts businesses need to make\n09:32 – How ServiceNow addresses fragmentation\n10:56 – Risks of not improving customer experience\n12:51 – Is investing in better experience expensive?\n13:49 – Where to find the research \nKey Discussion Points\n47% of executives report high customer churn due to poor experience \n53% of UK consumers will switch after just one bad experience \n51% of UK consumers cite lack of empathy as a top frustration \n87% still want the option to speak to a human, yet only 7% of executives prioritise phone support \nUK consumers lose 455 million hours a year to poor customer service \nOnly 16% of UK executives have made meaningful progress using AI to improve emotional connection \nThe need to design for experience first, then apply AI \nMoving from siloed systems to a unified “system of action”\nKey Takeaways\nCustomers now expect both speed and human empathy \nAI improves convenience but often fails on emotional connection \nFragmented systems and siloed data are major sources of...","thumbnail_url":"https://img.transistorcdn.com/5TDQUThJM60yAtjdMtHop6E3IULiY5PXxdvmQ0Ytl6Q/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS83ZWMx/YzQ2ZjFmMWEyNTUy/NTMyYWFjZWI2ZWM0/MzIwZC5qcGc.webp","thumbnail_width":300,"thumbnail_height":300}