The goal of this panel session is to explore how empathy and emotional intelligence (EI) can
serve as transformative forces in customer experience (CX) management, transcending
traditional metrics like Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores. In
an era where customers expect more personalized and meaningful interactions, the integration
of empathy and EI into CX strategies is becoming increasingly vital.

This session will feature a panel of subject matter experts (SMEs) who will share insights and
real-world examples of how leading organizations are incorporating these human-centric
approaches to enhance customer loyalty and satisfaction. Through interactive discussions, we'll
lean into challenges and opportunities associated with fostering an empathetic culture within CX
teams and company culture.

Erica McMannes will serve as the moderator, skillfully guiding the conversation and ensuring an engaging and interactive session. She will integrate real-time polls and audience voting throughout the discussion, allowing attendees to actively participate and share their perspectives. As each of the three panelists presents their unique approaches and insights on the topic, Erica will facilitate dynamic exchanges between the panelists and the audience, fostering a collaborative environment where diverse ideas and strategies can be explored and debated.

Attendees, including CX leaders, managers, and decision-makers, will leave with actionable
ideas, compelling anecdotes, and valuable resources to guide the adoption of empathy-driven
approaches in their own organizations. This session aims to inspire a shift from viewing
customer interactions as mere transactions to embracing them as opportunities to build deep,
emotional connections that drive long-term success.

Takeaway

Pillars of the Conversation:

Current State of the Empathy Lens
How are different brands and leaders seeing EI play out in their teams
LIVE POLL

Trending or Here to Stay
Is this a buzzword or a critical component in the evolution of CX as both AI and increasing demand from customers continue to unfold
LIVE POLL

BRAND AFFINITY at the Dinner Table
IS EI THE SUPERPOWER BETWEEN a customer calling for support and it being so non-impressive that it doesn't come up at dinner that night AND a new "lifer" who just raves about the brand because of their experience that morning.
LIVE POLL

Grand Finale Showdown
Trainable or Innate
LIVE POLL