Human Connection in CX: The Competitive Advantage AI Can’t Replace
Understanding the Role of Human Connection in CX
What Does Human Connection Really Do for CX Teams?
A connected customer experience isn’t just about seamless systems and fast responses—it’s about building trust and creating emotional connection. These are the real drivers of loyalty. Smart CX teams know how to use humor, empathy, and authenticity to humanize every interaction and transform customers into loyal advocates.
Research from Harvard Business Review confirms that emotional connection drives customer loyalty more than price or convenience. In a world where AI can handle basic service tasks, human connection is the edge your CX team needs.
Why Is Human Connection Essential for a Connected Customer Experience?
In a world of chatbots and templated scripts, human connection is what makes your brand memorable. It turns transactions into conversations, escalations into loyalty opportunities, and routine calls into moments of care. Emotional connection is at the heart of a truly connected customer experience.
What Can CX Teams Gain from Using Humor and Humanity?
CX professionals who use humor and human connection effectively can:
Build trust and rapport faster
Diffuse tension and resolve issues with empathy
Transform complaints into conversations
Create moments customers remember and share
Drive loyalty and positive word-of-mouth
Building a More Connected Customer Experience with speaker and comedian, Beth Sherman
Why Learn Human Connection as a CX Skill?
The best CX professionals aren’t afraid to show humanity. Humor and authentic connection help teams stand out while maintaining professionalism and authority. Beth Sherman, a seasoned comedian, business speaker, and 7x Emmy-winning comedy writer, teaches CX teams how to use humor not for cheap laughs, but to build trust, strengthen connection, and drive customer loyalty.
Why Beth’s Sessions Energize CX Teams
Beth’s interactive sessions blend comedy techniques, emotional intelligence, and storytelling to give CX teams practical tools to connect authentically and resolve challenges with warmth. Attendees and planners have called Beth “a breath of fresh air” because she delivers actionable insights while keeping teams engaged, laughing, and ready to apply what they learn immediately.
Preparing Your CX Team for a Connected Customer Experience
Align Connection Skills with Your CX Strategy
Beth customizes her sessions to match your CX goals, ensuring humor and human connection become tools to reduce churn, improve loyalty, and strengthen your connected customer experience at every touchpoint.
Engage and Inspire Your Team
Beth’s decades of experience writing for Letterman, The Tonight Show, Ellen, and The Oscars ensure she knows how to capture attention and keep it. Her sessions are interactive, energizing, and directly applicable to the real-world challenges your CX team faces daily.
Tips for Using Human Connection in CX
Make It Real
A connected customer experience isn’t about forced humor; it’s about warmth, timing, and authenticity that help customers feel heard and valued.
Keep It Purposeful
Beth shows teams how to use humor and human connection strategically, easing tension, resolving issues with empathy, and building trust while supporting your CX goals.
Conclusion: Human Connection Powers a Connected Customer Experience
If you want your CX to stand out, human connection isn’t optional. It’s your team’s advantage in an AI-powered world, helping you create trust, loyalty, and customer moments that truly matter.
Bring Beth Sherman to Your CX Event
Beth’s interactive sessions give CX teams practical tools, energizing stories, and connection-driven skills that transform customer conversations into loyalty-building opportunities.
Ready to book a speaker who will energize your CX team and equip them with skills they’ll use immediately?
