{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Parallel Entrepreneur with Mark Cleveland","title":"Designing for Trust: Customer Experience, Bias & the Human–Automation Balance","html":"","width":"100%","height":180,"duration":794,"description":"Great experiences don't happen by accident. They're designed.\n\nIn this episode of The Parallel Entrepreneur – Innovation Series, Mark Cleveland and Johnny Anderson sit down with Suzi Earhart, CCXP, a Customer Experience and Organizational Change executive who believes better experiences begin with intentional design, empathy, and mutual understanding — and end in measurable business results.\n\nSuzi started her career in computer science before realizing something foundational: technology alone doesn't create great outcomes. People, process, and technology must work together. And if they aren't aligned around the customer, trust quietly erodes.\n\nThis conversation goes beyond surface-level CX talk. We explore how leaders unintentionally design from the inside out, how unconscious bias limits true \"outside-in\" thinking, and why deciding between human, assisted, or self-service interactions is one of the most strategic trust decisions a company makes.\n\nIn this episode, we discuss:\n\nWhy incentives today are tied to identity and belonging\nThe challenge of truly thinking \"outside-in\"\nHow culture and bias distort customer-centered design\nThe difference between human, assisted, and automated experiences\nWhy innovation requires structured change management\nAssessing whether employees are truly set up to deliver quality\nHow aligned CX creates both financial and relational wealth\n\nAt just over 12 minutes, this episode delivers practical insight for founders, operators, and leaders responsible for shaping experience at scale.\n\nAbout the Guest\n\nSuzi Earhart, CCXP is a Customer Experience and Organizational Change executive based in Denver, Colorado. She is passionate about improving experiences through intentional design, empathy, and mutual understanding — outcomes she believes must ultimately be proven in business results.\n\nBeginning her career in Computer Science, Suzi quickly recognized that sustainable innovation requires alignment across people, process, and technology....","thumbnail_url":"https://img.transistorcdn.com/GFjjD1lfhpKjrRFvBYjircTm7KmxUyXiCMmVziPGajg/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS8zMTUw/ODg2ZjMyN2I5YjZj/ODFlMDU2MGI2ZTA4/Zjc2My5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}