Reimagining Experience Ecosystems

On this episode, Amelia welcomes Shawn Nason, CEO, Founder and Chief Experience Officer at MOFI, a human-obsessed boutique design firm passionate about reimagining experience ecosystems. During this conversation, Shawn and Amelia discuss:

- How Shawn’s background as a Disney imagineer and as a pastor turned him into an experience evangelist.

- Ways that technology caused CX to move away from the human aspect of customer experience.

- What Shawn means by an “experience ecosystem” approach to customer service.

- Ways in which departments working in their own silos can waste time and money.

- The importance of in-person collaboration to create the best experiences for customers.

- How AI is an enabler, not an answer for human interaction.

- The importance of empathy and the difference between empathy and sympathy.

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