Transforming Customer Experience: Insights from Tom Dewitt on Feedback, Technology, and Human Touch
From Authentic Living by Roxanne Derhodge
May 16, 2026 · 27 min · Season 3 · Episode 29
About this episode
Roxanne and Tom discuss the evolution of customer experience management, emphasizing the balance between technology and human touch.
Roxanne introduces Tom Dewitt , who shares his journey in customer experience management. They discuss the transition from product-centric to experience-centric models and the significance of reviews and feedback. The conversation explores the role of AI and technology in enhancing customer experiences, while also emphasizing the value of human interaction. Tom highlights how negative experiences impact brand loyalty and the importance of managing generational differences at work. They delve into effective complaint handling and strategies to boost customer experience. The episode concludes with a mention of an upcoming conference and closing remarks.
People in this episode
Host: Roxanne Derhodge
Guest: Tom Dewitt
Topics covered
- customer experience
- feedback
- technology
- human interaction
- brand loyalty
- generational differences
Keywords
- customer experience
- feedback
- AI
- brand loyalty
- complaint handling
- generational differences
- technology
Mentioned in this episode
Organizations: AI, customer experience management, brand loyalty, complaint handling
More episodes of Authentic Living
- Empowering Women: CarmeLL Clark on Leadership, Resilience, and Gender Equity · May 21, 2026 · 34 min
- Building Trust: Darryl Stickel on Empathy, Leadership, and Organizational Integrity · May 7, 2026 · 54 min
- Youth Mental Health: Rafael's Advocacy, Mindfulness, and Tools for Authentic Living · May 1, 2026 · 48 min
- Forgiveness Unveiled: Dara McKinley on Healing, Unconditional Love, and Emotional Resilience · April 16, 2026 · 42 min
- Navigating Divorce: Lisa Ziederman on Family Law, Mental Well-Being, and Financial Empowerment · April 9, 2026 · 36 min
- Conscious Capitalism: Thomas Eckschmidt on Purpose, Integrity, and Business Success · March 9, 2026 · 47 min
Explore listener stats, chart rankings, contacts and more on the Authentic Living podcast page.