Delivering empathy over digital channels
Event Date: 06/11/2020 11:00 am
A webinar to explore the role of digital channels in delivering sensitive and empathetic service to customers, especially in a context of increasing consumer vulnerability and hardship
To register or listen on demand, click here
What does the idea of digital empathy mean to you? As UK utilities brace themselves for a winter of acute challenges in customer experience we welcome customer service and technology experts to discuss varying perspectives on the role of digital channels in supporting empathetic service.
Register or listen on demand now to hear: Jane Taylor, head of customer service at Anglian Water; Nic Rhodes, head of brand at Utilita and Lloyd Buxton, utilities sector lead at Bold360 by LogMeIn share their views and experiences on:
- The increasing need for empathetic service in the context of the pandemic
- How empathy can be delivered in smart routing of customer journeys
- The ability of digital channels to simulate a one-to-one connection with customers
- Scenarios where digital channels can support greater empathy than a human interaction by providing anonymity and avoiding stigma
Speakers will share real-life examples of digital empathy success stories as well as their views on the limitations of digital channels and the need to respond with agility to signals a customer requires human intervention.
To register or listen on demand, click here.