Why Listening is a Key to Empathy in Customer Experiences
Natalie Petouhof
AUGUST 15, 2022
Original Article by Ginger Conlon. “Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences. Ideally, listening uses advanced analytics and artificial intelligence (AI) to uncover issues and opportunities.
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