Humanizing Automation in CX: A Delicate But Essential Balance

Humanizing Automation in CX: A Delicate But Essential Balance

“The essential difference in service is not machines or ‘things.’ The essential difference is minds, hearts, spirits and souls.” ― Herb Kelleher, Former CEO, Southwest Airlines  Much has been written lately on engaging with empathy, particularly in our automated responses as the pandemic has forced so many activities to digital.

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