Susan DrummCEO Advisor & Executive Coach | Leadership Change Agent

The Simple Audit That Adds a Human Touch to Every Customer Interaction #shorts

29 Sept 2026 · 1 min

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Susan Drumm discusses how leaders can humanize customer experiences. The tactic: audit every interaction point in the customer journey, then identify where to add human elements or replace automated touchpoints with personal ones.

What advice would you give leaders to— now let's get more tactical or more specific. What are things they could do? What else have you seen working in terms of this human touch?
What you want to do is audit all of your existing or potential customer interaction points. So where do customers actually intersect with your business? So it's essentially customer journey mapping, but putting on top of that map places where you can either double down on human interaction or insert human interaction where previously maybe you didn't do it that way or recontextualize the nature of that interaction.