What’s broken in customer experience today—and why does it feel harder than ever to get real help?

In this episode of Time to Reset, customer experience expert Barbara Khozam reveals why businesses are losing customers despite better technology, faster systems, and more automation than ever before.

The problem? We’ve optimized for efficiency—but forgotten how to connect as humans.

You’ll learn:

Why “processing customers” is hurting your business

The critical gap between digital experience and human interaction
3 overlooked customer touchpoints that make or break loyalty
How small details (like greetings and follow-ups) create massive impact
Why leadership—not employees—is often the root of poor customer service
How to gather meaningful customer feedback (without annoying people)

If you’re a business owner, leader, or anyone responsible for customer or client experience, this conversation will help you rethink how you show up—and how your customers feel.

Key takeaway:

👉 The best customer experience strategy isn’t more technology—it’s better human connection.

Love the show? Subscribe, rate, review, and share! https://pennyzenker360.com/positive-productivity-podcast/