Webinar Bytes

Channel Surfing: Mastering Digital Channels for your business

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

Digital channels, like web chat, social messaging apps and chatbots, hold tremendous potential for customer engagement and support. And while there’s great appetite for them from both customers and businesses, customer experience leaders often feel they’ve yet to realize the full potential of these digital channels.

If you’re looking to add new digital channels or want to get the most from channels you’ve already deployed, join us for this roundtable discussion. Our panel of experts will discuss the fundamentals of using these channels to listen, understand, and act on customer needs with empathy.

Watch the full webinar by clicking this link.

Meet the Speakers

Robin gareiss webinar image

Robin Gareiss
CEO & Principal Analyst
Metrigy

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Charlie Godfrey
Senior Director
Genesys

Neil o’donaghue webinar image

Neil O’Donohue
VP, Professional Services
Genesys

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So, mastering digital channels, why does digital matter so much today?

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And so, we recently published a paper of human connections

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in crisis. And I don’t think it’s a surprise to anyone to

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hear that people are feeling disconnected. There’s a connection deficit,

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as people are interacting with other people and companies they

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do business with. Interesting is the people that feel the

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most disconnected, basically their behavior is less digital. The people

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that feel connected are using digital channels to do so.

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So, digital is really helping people to feel connected with

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their peers and with their companies. So, what does that

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mean? And you’ll hear some terms, one thing that we

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hear a lot in the market is empathy. And some

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people have a strong reaction to this that it’s fuzzy

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or emotional. And what’s important to understand is empathy is

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not about sympathy, it’s not about being nice. It’s about

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understanding what another person is experiencing. This is a rather

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academic definition of empathy, but essentially it’s this. Walk in

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the other guy’s shoes. What is he been through? How

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can I help? And so, while that’s deems like a

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very abstract concept, we’ve taken a shot at making it

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tangible and making it actionable.

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