27 min listen
289: Empathy in Customer Service
FromThe CX Cast
ratings:
Length:
22 minutes
Released:
Jun 21, 2022
Format:
Podcast episode
Description
Customer service agents and frontline workers embody a brand and its values to customers. However, there’s an inherent risk, given the growing complexity of service interactions and the supporting technology, that bias creeps into frontline interactions and negatively impacts both customers and brands. Principal Analyst Max Ball discusses the idea of empathy and other attributes […]
The post 289: Empathy in Customer Service appeared first on The CX Cast ® by Forrester.
The post 289: Empathy in Customer Service appeared first on The CX Cast ® by Forrester.
Released:
Jun 21, 2022
Format:
Podcast episode
Titles in the series (98)
250: Benchmark Customer Journeys To Drive Emotional Engagement (R): To know what good customer journeys look like — and to benchmark them — customer experience (CX) pros need to understand how to design for emotion. This requires gaining a more granular understanding of how emotions impact CX and discrete customer jour... by The CX Cast