When service becomes automated, empathy becomes the differentiator. Customers will stay loyal to companies that show up with ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

As generative AI becomes more firmly entangled with each step in the customer journey, and we get more data on how customers feel about that, a new theme has emerged among vendors and analysts: the ...

“Empathy is seeing with the eyes of another, listening with the ears of another, and feeling with the heart of another.” Those are the words of Alfred Adler, the renowned Austrian psychotherapist. In ...

Elevance Health brings together the concepts of elevating whole health and advancing health beyond healthcare. It’s a health company dedicated to making real progress toward improving the health of ...

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

Delivering seamless digital interactions across every touchpoint is more critical than ever in today’s travel landscape, especially during major travel disruptions. Using AI tools behind the scenes ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...