What if the biggest improvement to your customer experience wasn't another new system?
Every organisation is investing in technology:
- AI
- Automation
- New CRM platforms
- Self-service
- Chatbots
Yet after speaking with Kyle Wright (opens in a new tab) , Head of Customer Experience at South Yorkshire Mayoral Combined Authority (opens in a new tab) , on the latest episode of the Customer Service Gold Dust Podcast, one message stood out above all the others.
Technology should make it easier to deliver a more human experience, not replace one.
It's a simple idea, but one that many organisations still struggle to get right.
Kyle shared how his team supports thousands of people using public transport every day. Many customers only get in touch when something has gone wrong, so every interaction matters.
What impressed me most wasn't the technology they are introducing.
It was the thinking behind it.
Rather than asking, "How can AI replace this?"
They ask,
"How can AI remove the admin so our people can spend more time helping customers?"
That shift in mindset changes everything.
Another insight that really resonated with me was the importance of understanding why customers are contacting you.
Two customers may ask exactly the same question.
One may simply want information.
The other may be anxious because they're travelling somewhere unfamiliar, have accessibility needs or are already frustrated before the conversation even begins.
The enquiry may be identical.
The experience they need is completely different.
That's why customer experience can never be one-size-fits-all.
Kyle also spoke passionately about recognising frontline colleagues.
After all, they hear customers every single day.
They understand frustrations before reports highlight them.
They often know the solutions long before senior leaders do.
When leaders genuinely listen to their frontline teams, they don't just improve customer experience.
They build a stronger culture too.
For me, this episode reinforces something I often say:
Great customer experience isn't created by technology. It's created by people, supported by technology.
I'd love to hear your thoughts.
Where do you believe AI adds the greatest value in Customer Service without losing the human connection?
Share your experience in the comments. I read every one.
🎙️ You can listen to the full conversation with Kyle Wright on the Customer Service Gold Dust Podcast here: Apple Podcast (opens in a new tab) and Spotify (opens in a new tab)
I'm also continuing my mission to showcase outstanding leaders across Customer Service and Customer Experience.
If you're a Head of Customer Service, Head of Customer Experience, or lead customer operations and have practical lessons that could help others, I'd love to welcome you as a guest on the Customer Service Gold Dust Podcast.
Apply to be a guest here: Book a call (opens in a new tab)
I look forward to reading your thoughts.
Gavin
You'll enjoy watching my showreel 👇