Creating Empathy in Customer Services

Creating Empathy in Customer Services

Building holistic cultures through design, AI and employee engagement

Discussion points:

  • Understanding the changing role of the customer service agent
  • Exploring why emotion is the only accurate predictor of future customer behaviour
  • Ensuring two voices are heard: assessing the combined benefits of both customer and employee satisfaction
  • Empowering contact centre agents with new tools driven by AI
  • New ways to capture the voice of your customers and employees
  • Real-time engagement: making sure employees are kept in the loop
  • Designing digital interfaces that all employees can resonate with
  • Creating unique onboarding experiences for customer service employees
  • A gig economy contact centre: how to incentivise staff and make sure they live by the values of your brand

Loading feed


Paul Baxter Paul Baxter Group Head of Direct Insurance Markerstudy Insurance Bio
Anand Sampat Anand Sampat Head of Customer Experience c2c Bio
Natalia Konstantinova Natalia Konstantinova Lead Software Engineer (R&D) First Utility Bio
Tony Crane Tony Crane Customer Experience Director Bank of Ireland
Phil Evans Phil Evans Chief Revenue Officer Rant & Rave Bio
Lindley Gooden Lindley Gooden Journalist & Filmmaker Bio