John Sills - Lessons from a broken-down train and why it became one of the best experiences ever?

The Experience Designers

In this episode, we’re joined by John Sills, managing partner at The Foundation and author of The Human Experience. John shares an incredible story of how a broken train in Switzerland became one of the most memorable customer experiences he’s ever had—and not because it went wrong, but because of how it was handled.

Together, we dive into the heart of what makes customer experiences truly remarkable: human connection, ownership, and care. We explore why so many business leaders feel disconnected from their customers, the role technology plays in both enhancing and damaging experiences, and how companies can cultivate human traits like empathy, respect, and responsibility in everything they do.

Join us as we uncover the real secret to turning an ordinary—or even negative—experience into something extraordinary. Whether you're in customer service, leadership, or just curious about the magic of human-centred design, this episode is packed with insights and inspiration you won’t want to miss!

00:00 Welcome to the Experienced Designers

00:27 Discussing Favorite Experiences

02:18 The Swiss Railways Story

05:33 Human Elements in Customer Experience

10:39 The State of Customer Service

14:34 Challenges in Customer Experience

20:35 Evolving Customer Service Standards

28:28 Expectations in Relationships and Organizations

29:14 Human Traits in Organizations

29:51 Challenges in Customer Experience

31:08 The Importance of Human Language

32:27 Customer Immersion and Real Lives

38:57 Generational Shifts and Niche Markets

43:31 The ROI of Customer Experience

45:57 AI in Customer Service

52:23 Closing Thoughts and Contact Information