It’s not a word that naturally springs to mind when you think of the banking sector, but empathy holds the key to improving customer engagement and better service levels in banking. It’s not a ...

And empathy isn’t sympathy ... there’s still a golden thread among those who get it right. The Holy Grail in customer service is still about knowing your customer; data is still our currency ...

In the search for creative strategies, nursing home leaders can’t look just to their own peers. Inspiration is everywhere.

Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents ...

Busy, stressed-out humans aren’t always good at expressing empathy. Now computer scientists ... promise to improve interactions in customer service, human resources, mental health and other ...

Nearly half of consumers surveyed in a Genesys study said the companies they regularly do business with don’t show them enough empathy when delivering customer service. This is a problem.

You may be familiar with the phrase “the customer is king.” It’s a concept that has long been at the centre of strategy in ...

Consumers often turn to online reviews to decide where to shop, eat or book services, but a new Tulane University study finds ...

A generative artificial intelligence, or genAI, chatbot instructs 30 Florida Blue customer service representatives on how to behave like human beings when interacting with other human beings.

Siena AI’s co-founders Andrei Negrau and Lisa Popovici believe the best of both worlds can happen — an AI customer service agent with the empathy of a human. They have been in the e-commerce ...