Empathy in the customer service experience has never been more important. As the world begins to return to normality, many customers will still be anxious and require additional emotional support. And those organisations that can provide emotional assistance will forge lasting customer relationships.
On August 13, MyCustomer hosted a virtual roundtable in partnership with Genesys to explore how organisations can deliver greater emotional support and empathy in service interactions.
Facilitated by MyCustomer editor Neil Davey, the panel featured guests including customer experience thought leader Natalie Petouhoff, customer service consultant, author and speaker Adrian Swinscoe, and CX and emotion expert Peter Dorrington. Among the topics of discussion were:
- What does empathy in a service interaction look and feel like?
- Why is empathy going to be more important than ever as the world returns to normality?
- What are the challenges in delivering empathy consistently?
- How can organisations help their agents to deliver empathy?
With the event also featuring an extensive interactive session with the audience, the roundtable provided a unique opportunity for audience members to learn how their organisation can provide the emotional support its customers require and create memorable experiences and lasting customer relationships.
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