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Experience Strategy Podcast with Stone Mantel

Nov 17, 2021

There’s nothing better than a human to understand other humans. In today’s episode, we’re joined by Jess Lynch, Founder and CEO of Wishroute, to discuss the #1 thing most digital wellness companies are missing: human-powered accountability supported by technology. If it’s your job to help people achieve their goals, don’t miss this episode.


In This Episode:

  • [02:00] Introducing Jess and Wishroute.
  • [10:36] Collecting meaningful data and having a human in the loop.
  • [16:34] How Wishroute combines automation and humans for consistent, scalable, and high quality customer support.
  • [19:04] Using meaningful data to motivate and support customers when they need it the most.
  • [25:42] The shift in language around setting goals and how reflection fits into Wishroute’s design.
  • [31:18] Gretchen Ruben’s Four Tendencies and how Jess and her team use it to turn intrinsic motivation into extrinsic motivation.
  • [33:58] Things to consider if you’re delivering experiences and making decisions in service of your customers.


Key Takeaways:

  • Wishroute is a unique human-powered platform that helps people improve the way they live their lives and stay healthy. By using strategic text messaging, Wishroute is able to nudge customers forward along the desired customer journey through authentic two-way conversations.
  • Companies aren’t providing the support people need to actually change their habits and adopt the product. Wishroute takes it a step further with positivity and coaching their customers to guide them and meet them where they are.
  • Customers on transformational and aspirational journeys need human support to succeed.
  • The most impactful solutions are digital plus human and finding the right blend to have the scale, consistency, and quality. 


Bio: Jess Lynch


Jess Lynch is a prior PwC forensic consultant and Babson MBA, who turned her investigative talents toward figuring out how to help people achieve their goals when they sign up for new products. Wishroute’s unique methodology was born from her family’s experience with lifestyle change—her brother was diagnosed with type 1 diabetes and her mom wrote a book about the family's experience that helped many families in similar positions. Wishroute's next-generation customer engagement platform increases customer retention and success for wellness companies through AI-enhanced, human text message conversations.


Links/Resources Mentioned:


Gretchen Ruben, Four Tendencies