How to Create a More Human Experience in Customer Support | Amanda Chavez

Today we’re going to be talking about human centered customer experiences and we’ll be doing this with the Director of customer experience from NuAxis Innovations, Amanda Chavez. She tells us how they focus on giving their customers a more human experience by using special creative methods and techniques to just have a conversation and get them to open up. Amanda says that literally the only thing you need to talk to humans is the stuff that you learned in 5th grade English and ask the who, what, when, why, when, and how questions, or the “newspaper questions.” She tells me you need to ask your questions, and then just shut up and listen. This is what people need and want. Common sense uncommonly practiced.

Who is Amanda? 0:58
What does human centered customer experience mean? 1:41
Diving into the details 6:17
Otter.ai 11:14
Additional points, Dark Night of the Soul 14:04

“Taking a human centered approach really focuses on not only knowing the numbers behind who your customers are and what their behaviors are, but actually intimately getting to know those people. Like actually having conversations with them to discover where the pain really lives in that experience, and using a lot of creative methods to reshape that experience for them.” 2:14

https://www.linkedin.com/in/amandachavez08/