John Sills is the Managing Partner at The Foundation & Author of The Human Experience. From working at a market stall in Essex 25 years ago, to advising organisations like Sky, UNICEF, Morrisons & eBay, John learnt from an early age what customer experience truly means and the impact it has on consumers. John has achieved incredible success at HSBC and now The Foundation, helping them innovate and build their customer-led approach. In this episode, we dive into customer experience success stories, advancements of AI, the balance of the functional and human experience, and answering the question “does customer loyalty truly exist?”.For a premium podcasting experience, why not check out our YouTube channel with a wider range of content?YouTube - https://youtu.be/zXhpQtRFoEo?si=fSUoT_OFf1sJuKAh Connect with John - https://www.linkedin.com/in/johnjsills/ Become a CX Insider - https://www.linkedin.com/company/6882...Check out our website - https://cxinsider.com/Thank you to our sponsor! - https://www.acftechnologies.com/en-gb/