If you’ve attended any webinar, read any whitepaper, or simply engaged in any conversation about customer contact, you’ve heard about the importance of delivering “empathy” in customer journeys.

It sounds great, but what does empathy really mean to today’s consumers? And how can you deliver it in a world where automated engagement – not to mention an emphasis on cost-cutting and efficiency – is taking center stage?

This webinar will reveal the new rules for empathy, highlighting ways to be both emotionally resonant and frictionless when interacting with today’s customers. Topics include:

• What empathy really means in today’s CX landscape
• Where you should land in the great “speed vs. personalization” debate
• When “going above and beyond” is the wrong CX strategy
• How to measure the humanity of your customer experiences
• What digital empathy” looks like in practice (real-world case studies)

Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

See Bio

We’ve all heard the phrase “happy agents = happy customers,” suggesting that the experience we create for our agents impacts the one they create for our customers. But it’s important to remember that the reverse can also be true – new CX demands can transform our EX needs. That is what we’re seeing now - as customer expectations and trends related to AI, self-service, personalization, digital transformation, and “magical” interactions are changing the way we hire, train, manage, and empower our agents.

This session will unpack this correlation, before providing you everything you need to know to help agents deliver exceptional experiences at every phase of the customer journey. Topics include:

• The truth about when customers want to self-serve vs. when they want to speak to agents
• Skills that have become essential – or irrelevant – for today’s CX employees
• Tips for empowering agents to deliver personalization at scale
• Pain points that prevent agents from making connections with customers (and how to overcome them)

Brian Cantor

Principal Analyst, CCW Digital Director
CCW Digital

See Bio