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Why The Secret To Making Customer Service More Human Isn’t Human At All

19 July, 2017

Why The Secret To Making Customer Service More Human Isn’t Human At All

Joshua Feast has a distinct conversational tic: a nervous laugh that escapes when he’s worried something he says might come across as self-serious or highfalutin. Like, for instance, when he mentions that he was the first New Zealander to be selected as a Fulbright Scholar in entrepreneurship, or tells you he once spent two weeks in a coma after contracting malaria in Indonesia, or says he was among the highest-scoring secondary-school students on a national math exam.

Feast grew up in the suburbs of New Zealand’s capital, Wellington, where it’s considered unwise to act like a big hairy deal. Kiwis enjoy nothing more than cutting a “tall
poppy” down to size. So Feast, a slender, bespectacled 40-year-old, is studiously careful at all times to deflect credit and minimize his importance. “I’m not very comfortable talking about myself sometimes,” he says, with appealing humility that stops just the right distance short of false modesty.

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