The Increasing Value of Human-To-Human Moments

Last Updated April 25th, 2022

Ethan Beute, BombBomb, Human-Centered Communication, Human-To-Human Moments, The Customer Experience Podcast, human-to-human interaction, human connection, Mathew Sweezey, Salesforce, commodity, commoditization, differentiation, CX, EX, digital experience, human touch, tech touch
Listen to “197. The Increasing Value of Human-To-Human Moments w/ Ethan Beute” on Spreaker.

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It doesn’t matter what market you’re in; the customer experience you provide is your most meaningful differentiator. And being more human is always better.

You see, the essence of customer experience lies in people, not technology. Adding technology to improve CX is, of course, necessary and appropriate. But the warmth, emotion, competence, and empathy we express and receive in person, can’t be given or absorbed without human-to-human moments. People add value. You add value.

As we move forward in time, both customer experience and employee experience are becoming more digital and virtual, and human-to-human interactions are becoming less frequent. We need and want human connection and when supply decreases, demand stays steady. As a result, it becomes more valuable.


Geoff Colvin, Empathy, Humans Are Underrated, human connection, value of empathy, economics of empathy, quote, humans, machines, human touch


I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-author of the Wall Street Journal bestseller Human-Centered Communication, with Stephen Pacinelli. Listen in today to learn how human-to-human moments help us triumph over commoditization and how to balance the tech touch with the human touch.

In this episode, I contextualize and share a short passage from a 90-minute interview with me, Steve, and Mathew Sweezey, marketing futurist at Salesforce, during our research for Human-Centered Communication. In this interview, Mat shares his thoughts about commoditization, differentiation, and human-to-human moments increasing the value of business interactions.


Listen below to discover:

Why the power of human-to-human moments increases as we get more digital
What the proportion of rarity and value in human moments is
Why humans are differentiators in sales and CX
How video messages beat the competition for attention
What Mat Sweezey’s take is on noise, pollution, and trust



The Increasing Value of Human-to-Human Moments

Hear Episode 197 and every conversation on The Customer Experience Podcast in your favorite podcast app …

Once you arrive there, please give one extra click to rate the show (or even take a minute to leave a review). Thanks!


We also embed the full conversation and make it searchable right here in these blog posts. The recording for this episode is right here …

Listen to “197. The Increasing Value of Human-To-Human Moments w/ Ethan Beute” on Spreaker.



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Video Highlight: The Increasing Value of Human-to-Human Moments

Check out this video highlight from the discussion with Mathew Sweezey



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Ethan Beute | About The Author

Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and Wall Street Journal bestselling co-author of Human-Centered Communication and Rehumanize Your Business, Ethan Beute collects and tells stories of clearer communication, human connection, and higher conversion through simple, personal video messages. BA: University of Michigan. MBA: University of Colorado-Colorado Springs.

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