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Google PlayCustomer Experience isn’t short of activity—it’s short of new ideas that actually land. In this episode, Colin and Ryan dig into why genuinely fresh thinking in CX struggles to break through, how industries get stuck in “normal science,” and why it feels like we’re doing more measurement… without more progress. They explore what a real disruption looks like, the warning signs that a paradigm is reaching diminishing returns, and how leaders can break out of the loop.
Best Quote
“When a paradigm hits its limits, the next move isn’t ‘do more.’ It’s think differently—and be willing to ruffle a few feathers.” Colin Shaw:
Key Takeaways
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Are we measuring more because we’re improving—or because we don’t know what else to do?
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If satisfaction is stagnating, what “accepted” CX beliefs might be holding us back?
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What would a real CX disruption look like—and are we brave enough to recognize it when it shows up?
Why You Should Listen
If you’ve felt like CX is turning into an echo chamber—same language, same frameworks, same playbook—this episode gives you a sharper lens on why that happens and what to do next. You’ll hear how paradigm shifts actually work, the signals that the current model is running out of runway, and practical ways to find (and foster) ideas that can genuinely move the industry forward.
Resources Mentioned
Colin Shaw – https://www.linkedin.com/in/colinrjshaw/
Professor Ryan Hamilton – http://linkedin.com/in/ryan-hamilton-49b3321
ACSI National Customer Satisfaction (Q3 2025 press release): https://theacsi.org/news-and-resources/press-releases/2025/11/13/press-release-national-acsi-q3-2025/
PwC Global Workforce Hopes and Fears (psychological safety): https://www.pwc.com/gx/en/issues/workforce/hopes-and-fears.html
