Uncertainty and reassurance-seeking in digital customer experience
Executive takeaway – Customer Behavior & Call Center Interactions As customer interactions move increasingly into digital channels, research shows a shift in why people seek human contact. Customers are often not looking for more information. They are...
From empathy to evidence
Why psychometrics matters in a digital-first customer experience – empathy in customer service As customer interactions move increasingly into digital channels, organizations are facing two related shifts. First, empathy, trust, and kindness are expressed and...
