EPISODE 33: Inconvenient Truths: Why Technology Won’t Create The Perfect Customer Experience In Cybersecurity

This Episode we are joined by John Sills, managing partner at customer-led growth company, The Foundation and author of the book ‘The Human Experience’ John joined us last week and shared with us fantastic tales of his time working for a major bank and how the IT team decided to rollout a new cybersecurity control without talking to the customers insights team - spoiler alert, didn’t end well - do go back and listen if you haven’t already! This week we continue the conversation from last week as John guides us on how to design for positive intent to build trust, how to lean into inconvenient truths around the data you source from feedback, and why you should treat people how you’d like to be treated, but instead, treat every customer like they are your gran.  SHOW NOTESChristian Hunt’s episode on Compromising PositionsRory Sutherland on ‘Minority Rule’ as featured on The Human Risk PodcastThe real dangers of being left handedJohn talked about crash test dummies being based on men, likely taken from the brilliant book Invisible Woman: Exposing Data Bias in a World Designed For Men by Caroline Criado PerezNational Customer Rage SurveyABOUT JOHN SILLSJohn Sills is Managing Partner at the customer-led growth company, The Foundation.He started his career 25 years ago, on a market stall in Essex, and since then has worked in and with companies around the world to make things better for customers.He’s been in front-line teams delivering the experience, innovation teams designing the propositions, and global HQ teams creating the strategy. He's been a bank manager during the financial crisis (not fun), launched a mobile app to millions of people (very fun), and regularly visits strangers’ houses to ask very personal questions (incredible fun).He now works with companies across industries and around the world, and before joining The Foundation spent twelve years at HSBC, latterly as Head of Customer Innovation.His first book on the topic - The Human Experience - was published by Bloomsbury in February 2023, and he's pretty much everywhere you look online.LINKS FOR JOHN SILLSJohn’s Book The Human ExperienceJohn’s NewsletterJohn’s InstagramJohn’s TwitterJohn’s LinkedInThe Foundation