AI Is Efficient. Human Connection Is Everything. Here's Why You Need Both.
- Eric Jones
- 3 hours ago
- 3 min read
We’ve all been there. You’re trying to solve a simple billing issue, and you’re stuck in a 10-minute "loop of doom" with a chatbot that doesn’t understand your question. It’s efficient for the company, sure, but it’s infuriating for you.
In a recent episode of Authentic Living with Roxanne, I sat down with Tom DeWitt to dive into this exact tension. Tom is a master of customer experience (CX), and he highlighted a hard truth: many AI initiatives in the corporate world are failing to meet their ROI projections. Why? Because companies are rushing into implementation focused solely on cost savings rather than quality outcomes.
The Three Clues of Customer Experience
Tom shared a brilliant framework for how we should be looking at our business models. Most companies are "product-centric": they develop something, market it, and sell it. But to build truly resilient teams and loyal customers, we need to be "experience-centric."
Tom breaks this down into three categories of "clues":
Functional Clues: Does the product actually work? (The bare minimum).
Mechanic Clues: The "stuff" around the experience: the website speed, the office decor, the ease of the app.
Humanic Clues: The emotional connection. This is the "human touch" that AI simply cannot replicate.
Why ROR (Return on Relationship) is the Missing Piece
When Tom talked about these clues, I couldn’t help but connect it back to my Return on Relationship (ROR) framework. In my years as an executive, I saw firsthand that when the "mechanic clues" failed: when systems went down or mistakes were made: it was the relationship I had built with the client that saved the account.
Relationships (with both your customers AND your employees) are the true bottom line. This is why I focus so heavily on Return on Relationship coaching and authentic leadership training. If you haven't invested in the human side, your AI efficiency won't save you when things get difficult.
The Generational Shift
We also touched on how the workplace is changing. Younger workers aren't just looking for a paycheck; they value quality of life and want to feel like they are part of something bigger. They thrive in a Return and Relationship culture where their contributions are recognized and their wellness is prioritized.
When things go wrong: and they will: Tom suggests focusing on three types of justice in complaint handling:
Interactional: How you treat them (empathy).
Procedural: How fair the process feels.
Distributive: What they get to make it right.
Moving Forward
AI is a tool, not a replacement. If you want to foster professional stress recovery and build resilient teams, you have to balance efficiency with empathy.
Are you ready to shift your culture toward connection? Whether you're looking for team wellness coaching or a keynote speaker to inspire your managers, let’s connect.
LinkedIn Newsletter: The Human Side of Tech
Headline: Is Your AI Killing Your Customer Relationships?
Efficiency is great, but connection is everything. In my latest conversation with CX expert Tom DeWitt, we explored why so many AI-driven customer service tools are actually pushing customers away.
The secret to a high Return on Relationship (ROR) isn't finding the fastest bot; it's about using technology to support human empathy, not replace it.
3 Key Takeaways for Leaders:
Don't hide your humans: AI should be an option, not a barrier. Always give customers a way to talk to a real person.
Focus on "Humanic Clues": Your customers remember how you made them feel long after they forget the product features.
Justice Matters: When handling complaints, ensure your team provides interactional, procedural, and distributive justice.
Building resilient teams means acknowledging that our employees and customers are human beings first.
What’s your ROR? Let's discuss in the comments!
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