Getting Back to Caring and Connecting: Remembering Humanity in the Drive to Efficiency
Humanity-Centered Experiences with Natalie Beckerman
On the Road Again… and Rethinking “WOW”
I’m heading across the pond this weekend to London to keynote at Customer Alpha, a standout event for customer experience leaders from across industries. It’s one of those gatherings where people come together with a shared mission: to truly understand and better serve customers. Pretty inspiring, right?
While I’m there, I’ll be diving into a concept I’ve been developing—The UN‑WOW.
We hear a lot about “WOW moments” in experience design. Big, memorable, over-the-top interactions that surprise and delight. And while those moments have their place, they’ve also set a pretty high bar—one that can overshadow something just as important.
Because here’s the truth: Most customer interactions aren’t big, dramatic moments. They’re small, everyday touchpoints. And in those moments, people usually don’t want to be “WOW’ed.” They want something simpler—clarity, ease, authenticity, and human connection.
The UN‑WOW is about shifting focus to those everyday interactions and asking:
How do we show up in a way that feels real, helpful, and human—without the script, without the performance?
Because when experiences feel staged or overly designed, they can lose their authenticity. And authenticity is what builds trust.
This Week’s Guest: Natalie Beckerman
That idea of human connection—especially in everyday moments—is front and center in this week’s episode.
I’m joined by Natalie Beckerman, EVP and Chief Business Officer at iQor, whose career spans industries, continents, and countless customer experiences. And across all of it, she’s noticed a pattern:
👉 Companies often chase efficiency…
👉 But forget the humans involved.
That realization led her to write her new bestselling book: “When Did You Stop Caring: The Call to Reignite Humanity in a World Obsessed with Efficiency.”
Her message is clear—and powerful: Caring isn’t just the right thing to do. It’s also better for business.
In our conversation, we explore:
Why efficiency and humanity don’t have to be at odds
How technology can enhance, not diminish, human experiences
What organizations get wrong about customer and employee experience
And how leaders can start putting people back at the center
She draws fascinating parallels between sports and business—especially around performance. It’s not just about outcomes. It’s about the systems, cultures, and environments that shape the people involved.
And yes—we also celebrate her induction into the Rancocas Valley Regional High School Athletic Hall of Fame. A well-earned recognition!
Natalie is also deeply involved with Customer Contact Week (CCW), which hosts major events globally. If you’re in the UK, CCW UK kicks off May 11–13—just around the corner.
🎧 Listen now to Experience by Design and join us as we explore what it really means to care.
Connect & Learn More
Natalie Beckerman on LinkedIn: www.linkedin.com/in/nataliedbeckerman1/
When Did You Stop Caring: https://www.amazon.com/When-Did-You-Stop-Caring/dp/1969508442
iQor: https://www.iqor.com/
🎟️ Customer Contact Week: https://www.customercontactweek.com
