The Human Experience: Drive Growth with a Customer-Led Approach

In this Master Class:
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Get excited to bring humanity back into your customer experience. In the rush to perfect functional experiences, many organizations have lost what matters most—genuine human connection. It’s no surprise that 85% of customers now feel brands are impersonal, and 83% believe they’re being taken for granted. This Master Class will show you how to create experiences that feel personal, authentic, and memorable.
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Make yourself invaluable by understanding what customer-led organizations do differently. Backed by research from his Leadership Book of the Year, The Human Experience, John Sills will share why loyalty is a myth, how over-reliance on feedback surveys backfires, and what customers actually expect to see from the brands they trust.
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Gain confidence and credibility as you discover how small changes in culture and behavior can have a massive impact. You’ll explore real-world examples, from Swiss trains to call centers that actually get it right, and walk away with practical strategies to design experiences that feel as good as they work.
You’ll learn from the best:
John Sills: Managing Partner at The Foundation and Author of The Human Experience.
Can’t attend live? You can enjoy your Master Class at any time, anywhere. You’ll get the recording sent to your email to watch it as many times as you want!