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Thursday, April 25 2019
10:00pm - 12:30am

Capturing Customer Sentiment through Digital Channels

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As more and more organizations leverage digital channels to help customers resolve issues, there’s one thing we can’t easily capture digitally: emotion. Phone and video gives customer service representatives a better understanding of the customer’s emotional state – allowing them to pivot the conversation to resolve a problem. But through digital channels like chat, email and digital touchpoints, this becomes a challenge. But with more and more customers looking to leverage these digital channels, how can we help provide empathy while diffusing their anger or frustration?

Join Brian Yoder, Associate Director of Experience Design for Purchase and Enjoy to explore how we can come up with solutions to help customers express their emotions digitally when dealing with a customer service problems, provide a beneficial resolution while assuring they go from a negative mindset to a positive one through digital offerings.

This event was cross posted from the Design Thinking meetup, please only RSVP in one group.

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