CCW WORKSHOP
TUE JUN 10, 3:30 PM - 5:00 PM PDT
CCW WORKSHOP | TUE JUN 10, 3:30 PM - 5:00 PM PDT
Love means
never having to
say you're sorry
THE EMPATHY PARADOX AND THE MODERN CONTACT CENTER.
Caesars Forum, Workshop D
James Bednar
VP, Product Management
TTEC
Caleb Johnson
VP, Digital Sales
TTEC
Leslie Kornaker
Chief Sales Officer
TTEC
Nikki Parsons
Vice President of IT Engineering
Akamai Technologies
Surprise. Not saying you’re sorry may be the best strategy when dealing with a frustrated customer. As AI makes its way into the evolving contact center, understanding how, when and why to apply empathetic statements becomes complex. Do customers want empathy? Can AI authentically express empathy? Can your customers tell the difference? How much does it matter?
Miss the session or want to explore more?
When it comes to customer experience, bold means business.
It’s not enough to embrace the future of the CX industry.
You’ve got to create it.
Let’s talk about how to create digital-first, human-centric CX with unmatched execution.
Schedule a meeting
When it comes to customer experience, bold means business.
It’s not enough to embrace the future of the CX industry.
You’ve got to create it.
Let’s talk about how to create digital-first, human-centric CX with unmatched execution.
Schedule a meeting
How Bold Are You?
VISIT US AT CCW BOOTH #561 TO SEE HOW BOLD YOU REALLY ARE
Is empathy overrated?
Rethinking empathy’s ROI in the contact center in the AI age
Conventional wisdom in the contact center says empathy is an important component of great customer experience (CX). Associates are trained to acknowledge customers’ frustration and apologize for inconveniences or mistakes. Empathy’s become cornerstone of CX – but is it needed?
New research shows customers don’t want as much empathy as we think they do and apologizing too much can hurt CX more than no apology at all. How much empathy do you really need? And what role should AI play? Read our report to learn:
- What customers really think about empathy in CX
- How TTEC’s Empathy Engineering Matrix can guide decisions
- Empathy’s role in different cultures and customer intents
- If AI can bridge the empathy gap
Dive into a world where bold CX innovation meets real-world impact. Discover how our cutting-edge CX solutions are engineered to drive unstoppable growth. This isn’t just content—it’s your VIP access to the front lines of AI-powered success.
Special thanks to our technology partners
Booth #1108
Forum 121
Booth #145
Booth #326
Is empathy overrated?
Rethinking empathy’s ROI in the contact center in the AI age
Download the whitepaper