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.

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 ...

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 ...

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

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 ...