Empathetic CX and the Power of Customer Connection

December 10th, 2021

Join our guest speaker David Truog, VP and Principal Analyst at Forrester and Rachael Rekart, VP of Customer Success at Soul Machines, discussing AI-Digital People and the importance of the emotional impact they can have on the customer journey.

Forrester’s research has proven that emotion is the most powerful driver of customers’ perceptions of the quality of their experiences with brands. So the emotional cues you’re your employees convey through facial expressions and body language when interacting with customers have a major impact on the experience, especially as a way of signaling empathy. Is all this lost when you automate customer interactions? No, you can go beyond traditional graphical interfaces and simple chatbots by using AI-Digital People. They have the potential to tap into these emotional cues and to do so much more scalably and consistently than in human-to-human interactions.

In this webinar, you will learn:

– The impact of emotion on customer experience quality
– How body language and microexpressions convey emotion and empathy
– How organizations have used AI-Digital People to combine automation with emotion
– Opportunities for leveraging AI- Digital People in your organization