Glance CEO Tom Martin recently had a conversation with Yanique Grant on episode 201 of the podcast “Navigating the Customer Experience.”
Tom and Yanique dove deep into the world of technology, customer experience, and empathy and shared valuable insights on how technology can help foster empathy, enhance customer experiences, and streamline business processes.
Listen to the episode below, or keep reading for highlights from the discussion.
The importance of making emotional connections in the digital realm
People want to buy and do business with people they trust.
One of the challenges businesses face today is infusing the human element into the digital experience. Rather than turning to humans only when digital “fails,” it’s about bringing these two realms together in a seamless experience.
That’s where Guided CX comes into play — the ability for agents to meet customers in their digital spaces right at their moment of need. To guide them with empathy and clarity, establishing trust and giving them the one-on-one, personal attention they desire.
Empathy without empowerment falls flat
It’s one thing to say you care. It’s another to actually do something about it. Mere words of care, devoid of meaningful action, lack the substance needed to foster genuine connections. “Because empathy without empowerment can work in the opposite direction, it can actually be kind of like a falsehood,” Tom said.
When agents find themselves inadequately empowered to extend empathetic support, it reverberates across the entire spectrum of customer experience. The repercussions can manifest as frustration, dissatisfaction, and ultimately, a sense of detachment from the company.
However, when businesses proactively empower their agents to not just express empathy but also to translate it into decisive action, the dynamics shift dramatically. This empowerment allows agents to act as true advocates for the customer, facilitating effective issue resolution and demonstrating genuine concern. The impact is twofold: not only are problems resolved more effectively, but it also builds trust and loyalty.
We’re headed toward a future where data and human connection work in collaboration
The future of customer experience (CX) is rapidly evolving, transcending the conventional boundaries of digital versus human interaction.Tom sees a future where data informs a better journey, streamlines processes, saves time, all while weaving in the human connection.
By harnessing the power of data, businesses can gain a deeper understanding of their customers' needs, preferences, and behaviors. This, in turn, enables them to streamline processes, eliminating unnecessary steps and complexities. The result? A more efficient, tailored, and responsive customer experience that saves time and effort for both customers and organizations.
The bottom line: Human connection reigns
Crucially, the human connection remains at the heart of CX. Data doesn't replace the personal touch; instead, it empowers it.
Businesses can identify key touchpoints where human interaction can add unique value, such as offering empathetic support in complex situations or providing expert guidance. These moments of genuine human connection, informed by data-driven insights, represent an exciting future where technology augments, rather than replaces, the human touch in customer service.