The Death of the Phone Call (And Why That's a Problem)

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:

• 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.css-j9qmi7{display:-webkit-box;display:-webkit-flex;display:-ms-flexbox;display:flex;-webkit-flex-direction:row;-ms-flex-direction:row;flex-direction:row;font-weight:700;margin-bottom:1rem;margin-top:2.8rem;width:100%;-webkit-box-pack:start;-ms-flex-pack:start;-webkit-justify-content:start;justify-content:start;padding-left:5rem;}@media only screen and (max-width: 599px){.css-j9qmi7{padding-left:0;-webkit-box-pack:center;-ms-flex-pack:center;-webkit-justify-content:center;justify-content:center;}}.css-j9qmi7 svg{fill:#27292D;}.css-j9qmi7 .eagfbvw0{-webkit-align-items:center;-webkit-box-align:center;-ms-flex-align:center;align-items:center;color:#27292D;}