Thinking Out Loud
The Human Side of Customer Experience
Technology is reshaping the customer experience. In a recent conversation, Think Up Founder and CEO Ron Doney and Senior Consultant Jody Blencowe explore why the future of customer experience is both high tech and high touch, and why elevating the experience starts from the inside out.
The experiences people have at work shape what they believe about their role, their team, and the organization as a whole.
Those experiences aren’t accidental. They’re built through moments—everyday interactions, decisions, and signals that either reinforce what matters or quietly undermine it.
In a recent conversation featuring Emelyn Shabel and Michael Allard, Think Up explores the role moments play in shaping mindset, along with practical ways to create them more intentionally.