Why Your Customer Experience Is Failing, with Charlie Stewart, CEO at Rogerwilco

Welcome to Episode 12 of The Unfair Advantage. In this episode, we're joined by our mate, the co-founder and CEO of Roger Wilco, Charlie Stewart, to unpack the findings of their latest CX report. Charlie doesn't hold back, diving into the biggest customer experience mistakes companies are making.

We get into the hilarious "empathy gap" where brands think they're winning with values, but customers just care if you keep your promises. We also dive into the surprising stats on AI adoption and the power of "bothism" (balancing digital and human experiences). Charlie even shares a mic-drop moment around "brands optimising themselves into irrelevance."

This conversation is full of insights you can take back to your team to build a truly customer-centric brand.

Chapters & Timestamps:

• 04:28 – The Origin Story: Why Roger Wilco Started the CX Report

• 05:59 – The Empathy Gap: What Brands Get Wrong About Loyalty

• 09:34 – The Bothism Problem: Digital vs. Human Comeback

• 12:40 – Mic Drop Moment: The Irrelevance of Efficiency

• 13:11 – Outro: See You at the Poker Table