Empathy in customer service enhanced by technology
An inability by brands to empathise is one of the leading causes of customer dissatisfaction
We could be entering the next step in the evolution of customer experience as a discipline, led by advances in technology. In a twist of irony, harnessing the power of artificial intelligence (AI), machine learning and big data might just be the breakthrough needed to make customer experiences more human.
A central theme of the recent Design Thinking Conference in Amsterdam was empathy, which is considered the first step in applying design thinking to problem-solving. It is theorised that only by truly understanding a customer’s pain points can you develop the right solutions...