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Q&A with Colin Shaw: “None of us are as clever as all of us”

Customer service3 MIN READAug 31, 2023

Colin Shaw


Colin Shaw
is one of the most influential figures in the world of customer experience.

His advice as a  renowned customer experience strategist and author benefits not only Fortune 500 companies, but his vast LinkedIn following of 295,000 people.

What one invention would make your work life easier?

A transponder so I can instantly travel around the world rather than use planes!

If there were no holds barred, what change would you make to customer service?

Make the C-Suite buy into the fact that Customer Service/Experience drives profitability.

If AI is going to change the customer service industry monumentally, who do you think stands to benefit most, and why?

At the moment I think both the company, through cost savings, and the customer through the company providing a proactive experience will benefit.

What’s the most important thing to keep in mind when nurturing a team?

There is a phrase I love that encapsulates my approach which is ‘None of us are as clever as all of us’. I don’t have the monopoly on good ideas, how to improve the work environment or the CX. Thant can emerge from everywhere and creating and environment that this happens is key.

What do you think is the most important lesson you’ve learned recently?

The MASSIVE importance of memory and how they are formed.

Which living person do you most admire?

As I thought about this there are people I admire, Elon Musk, Rory Stewart, my wife Lorraine but they also have traits I disagree with, so i think its about admiring different people for different reasons.

Which book, podcast, or newsletter are you enjoying right now?

I enjoy making our own podcast, ‘The Intuitive Customer’ which I co-host of Professor Hamilton. We have a philosophy of laugh and learn. We have a good time bantering between each other, but also cover fascinating topics about human/customer behavior..

What part of your day do you look forward to most?

Waking up! I am at the best in the morning, and have my best ideas. I go downhill from there!

What’s your most used word or phrase?

‘Lets take a step back’. I think its important to make decisions in context and within a strategy and too often people make tactical decisions that lead themn in the wrong direction. 

Who is your favorite cat?

I am sorry I don’t like cats. I am dog person! I don’t admire cat owners! Lol.

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