Does empathy play a role in your customer experience function?

Consider these numbers from PWC research:

• 82% of US and 74% of non-US customers crave more human interaction in their future customer experiences.
• A staggering 59% of consumers feel companies have lost touch with the human element of customer service.

What do these statistics say?

Customers want to feel heard, understood, and cared for. And empathy is the key that unlocks this door.

Here is an example of empathy in action from Slack.

We hear where you’re coming from and can understand how it would be useful to be able to track your time in Huddles. We have shared your suggestion with our product team and appreciate the valuable feedback!

The above tweet has some powerful phrases that reveal empathy towards the customer – this reply indicates that the company has truly heard the customer and taken action on their query.

In this panel, we will address the significance of empathy in customer experience. We want to discuss specifically:

Meet The Panelist

Director - Service, Operations & Regulation at Bright Money

Sumiran Bhatia

Sumiran currently serves as the Director of Bright Money, heading Risk & Regulatory compliance. She champions high-quality service, operations, and regulation for Bright Money. She oversees all avenues of customer interactions, including Social Media, Reviews and Ratings, and handle all regulatory and non-regulatory complaints.

Chief Technology Officer at IndBank Global Support Services Limited

Sathish Prabu

Sathish is the CTO of IndBank Global Support Services. With strong people/product leadership, and strong foundation in infrastructure, development, cyber security, ITIL and expertise in cloud technologies, Sathish handles solutions that enhances customer experience and operational efficiency.

Head Of Customer Experience at Bajaj Allianz General Insurance

Ankit Goenka

Ankit currently serves as the head of customer experience at Bajaj Allianz General Insurance. He has received a lot of accolades in the CX space, including CX Leader of the Year, CX Personality of the Year, BFSI Leader of the Year, and Top 100 CX Leader. His interests are varied and it includes dancing, acting, travelling, and event management.

Executive Vice President ClearTouch

Uthaman Bakthikrishnan

I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.