An In Good Company podcast with Chris Ranger, Business Development Director
Will human-centred client service survive in a digital age?
Clients are human. But more and more often client service is performed by a machine. Virtual purchasing is the norm; AI interacts with customers and digital transformation is part of every global business strategy. So, what is the future of client service? How will we preserve the human connection? Is it even important anymore?
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Chris Ranger has worked in digital-first sectors for most of his 38-year career. With a strong sales background, he knows that it's crucial to keep what truly matters to clients at the core to reach your goals.
Chris and Dan return again and again to the red thread of trust:
- Building and sustaining trust in client relationships
- Empowering teams to deliver exceptional service
- Soft skills and empathy in L&D and client service
How to build trust in client relationships
Trust isn’t a by-product of good service – it’s the foundation of it. Building trust starts with cultivating genuine relationships where the client feels seen, heard, and understood. It’s about aligning with their goals and being transparent. Not all journeys will be successful… but knowing when to say, ‘we got that wrong,’ is what strengthens trust. This kind of openness transforms service from transactional to transformational.
“Trust is built when you say, ‘we got that wrong, let’s go this way instead’."
Balancing human touch with digital efficiency
Digital tools offer speed and convenience. They’re here to stay, but when stakes are high they can’t replace the reassurance of a real conversation. In-person interactions highlight how trust is often earned not through efficiency, but through empathy and flexibility. The message is clear: technology may scale service, but it’s the human element that sustains trust.
“The human support channel is imperative.”
Listen to the podcast on Spotify
Listen again
Head to our YouTube / Spotify channels to catch up on previous episodes, including…
052: Customer vs employee experience with Will Gibson, Vice President of Sales and Marketing at Maplewave
You'll find a section on the role of trust in leadership in our leadership playbook.