In this episode of the Experience Strategy Podcast, hosts Aransas Savas, Joe Pine, and Dave Norton discuss Tony Bates article in Fortune Magazine on the intersection of empathy, AI, and customer experience. They explore how empathy is often seen as a critical component in business interactions, especially in the context of AI's role in enhancing customer service. The conversation delves into the nuances of sympathy versus empathy, the importance of emotional jobs in customer interactions, and the need for businesses to differentiate themselves through human elements in an increasingly automated world.
Chapters01:50 The Role of Empathy in AI and Business06:43 Sympathy vs. Empathy in Customer Experience12:12 Emotional Jobs are Better than Empathy14:55 Human Element as a Differentiator20:56 The Future of AI and Experience Strategy
Read more here:
https://fortune.com/article/ai-empathy-business-customer-loyalty-tech/?utm_source=search&utm_medium=suggested_search&utm_campaign=search_link_clicks
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