Episode Summary
In 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.
Chapters 00:00 – Introduction and welcome
00:26 – Damian’s role and what ServiceNow does
00:55 – Why businesses fail through poor processes
01:24 – Shifting customer expectations
01:53 – AI convenience vs lack of empathy
02:22 – Customers want both speed and human contact
03:18 – The risk of over-automating
04:17 – Time wasted on broken customer service
05:16 – Fragmentation and siloed systems
05:45 – Barriers to using AI for empathy
06:44 – Misdiagnosing the customer experience problem
07:43 – Why AI still fails in conversations
08:08 – Three shifts businesses need to make
09:32 – How ServiceNow addresses fragmentation
10:56 – Risks of not improving customer experience
12:51 – Is investing in better experience expensive?
13:49 – Where to find the research
Key Discussion Points
- 47% of executives report high customer churn due to poor experience
- 53% of UK consumers will switch after just one bad experience
- 51% of UK consumers cite lack of empathy as a top frustration
- 87% still want the option to speak to a human, yet only 7% of executives prioritise phone support
- UK consumers lose 455 million hours a year to poor customer service
- Only 16% of UK executives have made meaningful progress using AI to improve emotional connection
- The need to design for experience first, then apply AI
- Moving from siloed systems to a unified “system of action”
Key Takeaways
- Customers now expect both speed and human empathy
- AI improves convenience but often fails on emotional connection
- Fragmented systems and siloed data are major sources of customer frustration
- Loyalty is lost faster than ever — one poor experience is often enough
- The cost of not fixing customer experience is higher than the cost of investing in it
Notable Quotes
“Customers want the choice between speed… and talking to a human. They want both. And right now, most businesses are only delivering one.” – Damian Stirrett
“AI is a tool… but on its own, it doesn’t build relationships or repair broken processes.” – Damian Stirrett
“53% of UK consumers say that they would switch to a competitor after just one poor or slow experience.” – Damian Stirrett
Actionable Insights for Businesses
- Design customer experience first, then deploy AI to support it
- Use AI for routine tasks so human agents can focus on complex and emotional issues
- Break down data and process silos so agents have full context
- Empower frontline staff with the tools and authority to resolve issues first time
- Treat customer experience as a commercial priority, not just a cost centre
Resources
“What are YOU like?”, “60 Second Shoot-Out” &"What About The Tech?" are all intellectual properties of Dialogue [London] Ltd
(c) Clayton M Coke/PRMS Ltd/Dialogue [London] Ltd | All Rights Reserved
★ Support this podcast ★
What is The Cashflow Show: Entrepreneurship Insights for Founders, CEOs and Business Leaders?
Join The Cashflow Show with Clayton M. Coke for insightful chats & raw reflections with industry leaders and innovators. Explore entrepreneurship, business growth, and finance through real stories and actionable tips. Perfect for CEOs and founders, this business podcast inspires and educates. Subscribe now for real people, real business, real talk! #BusinessPodcast #Entrepreneurship