This article explores the fine line between customer empathy and manipulation in modern CX. Using psychology, philosophy, and real-world examples, it explains how brands sometimes use emotional insights to push sales instead of building trust. The article argues for ethical empathy — designing long-term, win-win relationships that balance sustainable profitability with genuine customer care.
Discover why artificial intelligence can’t fix broken customer experiences or toxic workplace cultures. In this bold CX article, we explore how automating mediocre service only amplifies poor design, emotional disconnect, and internal dysfunction. Backed by insights from neuroscience, philosophy, and human experience strategy, learn practical steps to align AI with empathy, purpose, and real human value. #CX , #AI , #HumanExperience , #EX , #Automation , #DigitalEmpathy , #OrganizationalCulture , #HXRevolution , #Neuroscience , #Philosophy , #EmpathyAtScale , #TheH2HExperiment
Why do people resist change—even when it’s good for them? Is it fear? Habit? Laziness? Nope. It’s biology. And psychology. And, honestly... a little philosophy too. In the latest article from The HX Revolution series, I dive deep into: - The neuroscience behind resistance to change - How our environment rewires our genes (yes, really—hello, epigenetics) - What Jung and Adler would say about corporate culture - How Stoicism and Buddhism offer surprisingly modern tools for leading transformation Bottom line? People don’t resist change because they’re broken. They resist because they’re wired for safety. If you want to lead real transformation, you’ve got to make it human. That’s the heart of HX. Dive into Article 3: “The Science of Change: Why People Resist Transformation” Let’s stop blaming resistance and start understanding it. Read, reflect, and let me know: What’s the biggest blocker to change you’ve seen in your workplace? #HumanExperience #HX #ChangeManagement #Transformation #Neuroscience #Epigenetics #Psychology #Philosophy #Leadership #OrganizationalCulture #TheHXRevolution #CX #CustomerExperience #EX #EmployeeExperience #H2H #TheH2HExperiment