According to a study recently published in Forbes, more than 83% of US customer service leaders experienced an upsurge in contact volumes across live chat, messaging, email, web and social media since 2020. When brick-and-mortar service experiences were no longer an option, even the most technology-averse customers were forced to embrace digital and over-the-phone engagement.

But with all the focus on channels and technology, are we sacrificing a fundamental factor in the CX equation – human connectivity and empathy? With 70% of a customer's buying experience based on how they feel they are treated, how do you ensure agents are embodying your brand promise, and offering empathy, understanding and efficiency on every engagement in a hectic, digital customer service world?

Join Lauren Comer and Rachel Macha of NICE CXone as they explore how organizations are navigating these challenges and discuss real-life examples of how CXone customers across industries are designing digital strategies to drive meaningful satisfaction for contact center agents and real, quantifiable customer satisfaction for customers.

Don't miss this live one-hour event on Wednesday, August 4th, 11:00 AM PT / 2:00 PM ET.

Register Now to attend the webinar Getting ♥ to ♥: Expressing Empathy in a Digital World.

Lauren Comer
Principal Product Marketing Manager
Rachel Macha
Head of Enterprise - Customer Success
Bob Fernekees
CRM magazine