Episode 7: Why Doesn’t Customer Service Feel the Same — and Are We Somehow Responsible?

Why doesn’t customer service feel the same anymore?In this episode of Fifteen Minutes with Amy and Faith, we explore the experience gap in modern customer service — from frustrating visits to the bank to confusing interactions at retail and beauty counters.Through these stories, we ask: Are we somehow responsible? Did Gen X’s embrace of convenience and technology change the way service works today — for better or worse?We also examine:The growing generation gap in communication and social interactionHow post-COVID life and device culture have shifted in-person experiencesThe subtle ways our expectations and habits may have shaped today’s service landscapeThis isn’t about blaming younger generations. It’s about understanding the shift from relationship-based service to transactional service, and exploring what part Gen X may have played — intentionally or not. Join the conversation:Have you noticed a change in customer service?Do you think our generation played a role in the experience gap? Share your experiences with us! Subscribe to Fifteen Minutes with Amy and Faith for thoughtful, relatable conversations about culture, connection, adult kids, and navigating life from a Gen X perspective — for Gen X… and anybody.00:00 Welcome to Fifteen Minutes with Amy and Faith00:15 Adding the “Gen X Lens” Clarifier00:45 Breathing Exercise02:00 Customer Service Experience at the Bank04:30 The Generation Gap in Customer Service06:15 What Did We Not Teach the Younger Generation?07:50 Loneliness, Disconnection & Post-COVID Social Shifts08:55 Retail Customer Service Experience (Sephora Story)11:20 The Power of the Customer Experience13:30 Did We Upgrade Convenience and Lose Connection?14:50 Are We Somehow Responsible?15:20 Join the Conversation