The Death of the Phone Call (And Why That's a Problem)
Update: 2025-08-07
Description
In a world where Gen Z would rather lose a finger than make a phone call, how do businesses keep real human connections alive? In this episode of Marginally Better, Joe Taylor, Jr. explores the rising “telephobia” reshaping customer service, why voice calls still convert better than any other channel, and how leading companies are bridging the gap between digital fatigue and high-touch connection. Plus: how micro-experiences are redefining personalization, why AI-powered interfaces may be too “natural” for some users, and what it really means to communicate in the age of intent-based design. If your customers won’t call—and your employees won’t pick up—this is the episode you need to hear.
Episode Links:
Additional Research Sources:
Episode Links:
- How Micro-Experiences Are Building Loyalty in an Over-Saturated Market
- Customer Experience Strategy Framework
- Leverage Customer-Centric Innovation to Improve Loyalty
- Gen Z Developing Fear of Phone Calls
- Call Declined: Why Gen Z Won't Pick Up the Phone
- Gen Z Phone Anxiety
- Importance of Customer Experience
- Socially Awkward Generation Won't Pick Up the Phone
- UX That Feels You: How to Design for Emotional Intelligence
- Will 2025 Be the Year for Immersive CX
- First New UI Paradigm in 60 Years
- Generative AI on Its Own Will Not Improve Customer Experience
- Welcome to the Era of "MEH"
Additional Research Sources:
- Customer Experience Examples: How Leading Brands Win
- The Secret Behind Nike's Martech Stack
- U.S. Chamber of Commerce - How the Micro-Experience Trend Fuels Customer Engagement
- Harvard Business Review - Using Technology to Create a Better Customer Experience
- Phone Call Anxiety: Simple Ways to Overcome Telephobia
- Gen Z is Afraid of Talking on the Phone
- Millennials vs. Gen Z: How Their Customer Service Expectations Compare
- AI Chatbots in Healthcare
- Conversational AI Insights from Gartner and Forrester
- 3 Wishes for AI UX
- AI-Powered Success Stories
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