Amas is a modern day prophet and Polymath. He brings a mix of Philosophy, storytelling, technology and humor to make sense of complex topics. You will love his sense of humor and irreverence in every episode.
In this conversation, Amas Tenumah and Bruce Temkin delve into the current state of customer experience (CX), its evolution, and the challenges faced by organizations in effectively managing it. They discuss the importance of understanding the mechanics behind CX, the role of CX leaders, and the impact of metrics like Net Promoter Score (NPS). The conversation also touches on the emergence of experience management (XM), the significance of human-centric organizations, and the implications of AI in the business landscape. Temkin emphasizes the need for leaders to understand behavioral science and the context behind customer interactions to drive meaningful change.
Takeaways
Customer experience is in a troubling state.
CX leaders often miss the mechanics behind customer experience.
The 2008 financial crisis propelled the focus on CX.
NPS helped bring attention to customer experience.
CX should be about understanding and serving customers, not just metrics.
Experience management emerged as a way to differentiate in the market.
Humanity at scale focuses on creating human-centric organizations.
AI should be viewed as a tool, not a strategy.
Leaders need to understand behavioral science to improve decision-making.
Fundamental attribution error affects how leaders perceive customer interactions.
Sound bites
"NPS was great for customer experience."
"Humanity at scale is my movement."
"AI is just a tool, not a strategy."
Chapters
00:00 The State of Customer Experience
02:55 The Evolution of Customer Experience
06:10 The Role of CX Leaders
09:00 The Impact of NPS on CX
11:46 Understanding Experience Management
14:54 Humanity at Scale
17:59 AI and Its Implications
21:06 Fundamental Attribution Error
19 Oct 2025
Why Contact Centers Still Don’t Know Why You’re Calling — with Dan Mannion, CEO of Spark CX
In this brutally honest episode, Amas Tenumah sits down with Dan Mannion, CEO of Spark CX, to unpack one of the industry’s most embarrassing truths: most contact centers still have no idea why customers are contacting them.
They dive into:
Why decades of dashboards and speech analytics failed to deliver real insight.
How Spark CX is using generative AI to turn unstructured call data into actual understanding.
Why “automating empathy” is nonsense — and what AI can do right.
The hilarious (and horrifying) true stories of AI hallucinations in customer service, including one that ended with a 911 call.
What it really takes to build a startup from scratch in an industry addicted to inertia.
If you care about customer experience, leadership, or the future of AI in service — this one will both shock and inspire you.
🎙️ Hosted by Amas Tenumah — calling bullshit on corporate fairy tales and fighting for the humans on both sides of the headset.
13 Jul 2025
Evolution of cx -Insights from Imran Noormohamed
Summary
In this conversation, Amas Tenumah and Imran Noormohamed explore the evolving landscape of consulting, customer experience, and the impact of AI on the industry. Imran shares his journey into consulting, emphasizing the importance of customer experience as the core of business success. They discuss the prevalent focus on AI in client conversations, the future role of consultants, and the need for introspection among clients regarding their strategies. The discussion also touches on the balance between human interaction and AI in customer service, highlighting both optimism and concerns about the direction of the industry.
Takeaways
Customer experience is the heart and soul of businesses.
AI is a prevalent topic in consulting conversations.
Consultants need to adapt to the changing landscape of technology.
Clients should ask what they are missing in their strategies.
The role of consulting may shift towards needing different skill sets.
Efficiency in consulting may lead to fewer consultants needed.
Human interaction remains crucial in customer service despite AI advancements.
Companies are beginning to recognize the potential of contact centers as revenue sources.
Cheaper solutions do not always equate to better service.
The future of consulting will require a balance between AI and human expertise.
Chapters
00:00 Introduction to Consulting Journey
02:15 Understanding Customer Experience
04:25 AI in Consulting: Current Trends
07:59 The Future of Consulting in 2025
11:31 Personal Insights and Impactful Purchases
13:34 Client Expectations and AI Integration
19:18 Optimism and Pessimism in Customer Experience
28:53 Amas outro.mp4
Inside a recent episode
Navigating Leadership in the Age of AI w Jim Carlough
Published 30 Apr 2025 · Transcript excerpt
[…] But AI can't tell me if you're having a bad day. AI can't tell me if you're having struggles at home or your kid is sick. AI can't tell me how best to potentially motivate you. It doesn't have human emotion. It'll never have human emotion. And in fact, if you look at the things that I talk about and that I help people in mentoring with, it's not about being book smart. It's about being people smart. And being able to relate to your team and to be able to understand the things that they're going through. I don't think AI can have compassion. And I don't think AI can have empathy. You have to tell AI what you want. […]
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