Best Practice Report

Use Emotion To Beat Customer Service Stagnation

DBS Bank, Disney, Humana, And Progressive Casualty Insurance Show You How

February 21st, 2019
With contributors:
Daniel Hong , Rachel Birrell , Sarah Dawson , Diane Lynch


Customer experience (CX) fatigue is a reality — and it’s impeding improvements in customer service. While the customer service world has focused on improving the effectiveness and ease of CX, firms have overlooked the most important component: emotion. Customer service leaders should read this report to understand why emotion is crucial and how to infuse it into their customer service organizations.

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