{"id":41657,"date":"2023-06-15T12:42:51","date_gmt":"2023-06-15T16:42:51","guid":{"rendered":"https:\/\/www.forsta.com\/resources\/uncategorized\/episode-06-john-sills-the-foundation\/"},"modified":"2026-03-17T17:23:00","modified_gmt":"2026-03-17T21:23:00","slug":"episode-06-john-sills-the-foundation","status":"publish","type":"resource","link":"https:\/\/www.forsta.com\/resources\/podcasts\/episode-06-john-sills-the-foundation\/","title":{"rendered":"Episode 06: John Sills | The Foundation"},"content":{"rendered":"\n<div class=\"wp-block-pg-theme-component sm3-bottom-margin is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<div class=\"wistia_responsive_padding\" style=\"padding:56.25% 0 0 0;position:relative;\"><div class=\"wistia_responsive_wrapper\" style=\"height:100%;left:0;position:absolute;top:0;width:100%;\"><iframe loading=\"lazy\" src=\"https:\/\/fast.wistia.net\/embed\/iframe\/ey0iy9up6s?web_component=true&#038;seo=true\" title=\"Episode 06: John Sills | The Foundation Video\" allow=\"autoplay; fullscreen\" allowtransparency=\"true\" frameborder=\"0\" scrolling=\"no\" class=\"wistia_embed\" name=\"wistia_embed\" width=\"100%\" height=\"100%\"><\/iframe><\/div><\/div>\n<script src=\"https:\/\/fast.wistia.net\/player.js\" async><\/script>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<p class=\"is-style-paragraph-tiny is-style-paragraph-tiny--1 wp-block-paragraph\">Tune in to this episode wherever you get your podcasts. If you found this episode insightful please like and subscribe.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/podcasts.apple.com\/us\/podcast\/forsta-hx-superheroes\/id1654756284\" target=\"_blank\" rel=\"noreferrer noopener\">Apple<\/a><\/div>\n\n\n\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/open.spotify.com\/show\/6pjjqqYnkFrBekzAfKLb4L\" target=\"_blank\" rel=\"noreferrer noopener\">Spotify<\/a><\/div>\n\n\n\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.youtube.com\/@ForstaInfo\/podcasts\" target=\"_blank\" rel=\"noreferrer noopener\">YouTube<\/a><\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component sm-fluid-bottom-margin is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<h2 class=\"wp-block-heading has-h-3-font-size\">Rediscovering the human element: Restoring authenticity in customer experience<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">CX myth-buster, ardent HX enthusiast, and Managing Partner at The Foundation &#8211; John Sills, is more than just words. He\u2019s penned a book on it.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Naturally, we had to have him on the HX Superheroes podcast.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In conversation with our CEO, Kyle Ferguson, Sills talks about the essence of Human Experience, building visceral connections with customers even in big companies, and embedding humanity in CX.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Expect John to tackle tough questions as well. Why didn&#8217;t customer satisfaction improve? Why are companies still in the dark about their customers? Where did the emotional connection go?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Intrigued? If you need more convincing, there is some interesting discussion about three major CX myths \u2013 loyalty, feedback and ROI.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-pg-theme-component is-layout-flow wp-block-pg-theme-component-is-layout-flow\">\n<iframe data-testid=\"embed-iframe\" style=\"border-radius:12px\" src=\"https:\/\/open.spotify.com\/embed\/episode\/3RQCjDyuXzO75eFzVazV0o?utm_source=generator\" width=\"100%\" height=\"352\" frameBorder=\"0\" allowfullscreen=\"\" allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\"><\/iframe>\n<\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":53,"featured_media":41658,"parent":0,"template":"","meta":{"disable_featured_image":false,"temp_reference":0,"temp_parent":0,"pathfactory_url":"https:\/\/fast.wistia.net\/embed\/iframe\/ey0iy9up6s?web_component=true&seo=true","webinar_link":"","webinar_link_text":"","start_date":"","start_time":"","end_date":"","end_time":""},"resource-category":[215],"resource-topic":[219],"class_list":["post-41657","resource","type-resource","status-publish","has-post-thumbnail","hentry","resource-category-podcasts","resource-topic-customer-experience"],"_links":{"self":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/41657","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource"}],"about":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/types\/resource"}],"author":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/users\/53"}],"version-history":[{"count":0,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource\/41657\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media\/41658"}],"wp:attachment":[{"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/media?parent=41657"}],"wp:term":[{"taxonomy":"resource-category","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-category?post=41657"},{"taxonomy":"resource-topic","embeddable":true,"href":"https:\/\/www.forsta.com\/wp-json\/wp\/v2\/resource-topic?post=41657"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}