Yes, it’s true.
We live in an increasingly technical and technological world.
But one thing hasn’t changed…
We remain human beings.
We respond to thousands of stimuli every day, which is precisely why it’s crucial to serve human needs and not just chase after flashy ideas.
My latest guest, Katherine Regnier, CEO and President at Coconut Software, has just about perfected the recipe for creating the kind of human experiences that people don’t just feel happy about, but crave more of.
We can probably all relate to the dread and anxiety of automated call handling systems, especially those that require inputting additional keypad numbers during an emergency situation.
In the extra 30 seconds it takes to hear all the options and select one, a life could be lost.
Less dramatic, but still critical for families, is a human-oriented banking experience.
People work hard for their money.
They spend a lot of time and effort in earning it.
Deciding where they keep and invest it isn’t a small thing.
Making sure that those people can access the right people and services within your financial services business isn’t just a good idea: it’s great business sense.
What are you currently doing to create more human-centered experiences?
Key Insights and Takeaways