Authentic Customer Service – How to Appeal to the Millennial Customer

Jeff Butler
Workplace Generation Expert and Technology Speaker

APRIL 22, 2022
9:00 AM – 12:00 PM PT
ROOM 212-213


Take a quick look online and you will find hundreds of forums, review platforms and comment sections that are filled with complaints about customer service. Unfortunately, when working with the public, often what is remembered are the poor experiences rather than the average experiences. Much research into the human brain has found that this is no accident and that we are wired to pay greater attention towards negative rather than positive experiences. The good news in today’s digitally disrupted world, is that companies can take proactive action on turning the tide in customer service when addressing younger customers such as Millennial.  

In this program, Jeff Butler, will reveal the uncanny change that is happening in the business world where people are desiring authenticity more than ever before. In addition, what does authenticity look like in the business sense, and how do you implement it, in a straightforward, tactical way. Fortunately, authenticity is in all of us, it just takes some direction to portray it in the right way in customer service.    

Learning Points:    

  • Uncover why authenticity in business isn’t just being ‘just yourself’, a 3 part process.  
  • Evaluate different companies’ approaches to customer service and how they rank in authenticity.  
  • Learn how to leverage technology in an authentic way so your team can turn the tide in customer service.   


Jeff Butler is an author and workplace strategist who explores human behavior within the working world. His experience spans over 40 industries in 4 continents on how different cultures and employees interact with each other. He studies common threads of behavior in industries such as IT professionals, underground utility workers, police officers to clothing retail chains. In addition, companies like Google, Amazon, John Deere, and Coldwell Banker.  

As a researcher and practitioner, he also runs a consulting company and a tech company, TrinityFix where he is able to test his ideas in different workplace environments. His ideas have made it to TEDx twice, appeared in dozens of media outlets including two books on human behavior: The Authentic Workplace and The Key To The New You. Currently, he lives in Dallas, Texas as an out of place Californian.