In the 100th episode of The Retail Tea Break podcast I’m joined by the storytelling legend, Charlie Boyle. The customer experience expert champions the powerful message: human skills are still the heartbeat of retail.

Charlie describes why emotional intelligence, empathy and effective communication are not just “soft skills”, they are critical, measurable and trainable capabilities that define great customer and team experiences in today’s retail landscape. Human skills aren’t an optional extra, they’re the foundation of the experience economy. Whether in a flagship store or behind a screen, retail success depends on authentic connection, emotional intelligence, and purpose-led culture.

We discuss:

• Why it’s time to stop calling them “soft skills” — and start building them strategically
• The underestimated power of emotional connection in both physical and digital retail
• How AI and automation are freeing us to lean into our most human strengths
• Recognition vs. reward: the free leadership tool that transforms culture and retention
• Creating a frictionless, feel-good environment for staff and customers alike
• Real-life examples from retail, Amazon, the car industry and beloved Irish brands including Magee’s of Donegal.

Thank you to our listeners for supporting 100 episodes of insights, stories and retail wisdom. Here's to the next 100! Grab that cup of tea, sit back and listen to the latest episode of The Retail Tea Break podcast.

🔗 Resources:

• Customer Experience Excellence Ireland – Customer Experience Excellence Ireland | CX | Home
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• Charlie book: The Future is Human– Amazon

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