Lauren Wood

I always say that it's not enough to just listen to someone. They need to get that you're listening. People need to know and be assured that, yes, I understood what you said and I'm repeating it back to you. And that creates this connection where they feel like, ah, okay, you're not just sitting here zoning out. You actually are here with me in this experience.

I always say that it's not enough to just listen to someone. They need to get that you're listening. People need to know and be assured that, yes, I understood what you said and I'm repeating it back to you. And that creates this connection where they feel like, ah, okay, you're not just sitting here zoning out. You actually are here with me in this experience.

And it's something that I think it's such an easy thing to do But it's something that so few teams in my experience are really taught to do. And so it's that's such a great lesson. And I will also say that in my experience of living in L.A. throughout these fires and through that period of time, I spoke to quite a number of different customer service teams for years.

And it's something that I think it's such an easy thing to do But it's something that so few teams in my experience are really taught to do. And so it's that's such a great lesson. And I will also say that in my experience of living in L.A. throughout these fires and through that period of time, I spoke to quite a number of different customer service teams for years.

And it's something that I think it's such an easy thing to do But it's something that so few teams in my experience are really taught to do. And so it's that's such a great lesson. And I will also say that in my experience of living in L.A. throughout these fires and through that period of time, I spoke to quite a number of different customer service teams for years.

different things because I thought I was losing my home and I had to, you know, deal with, navigate different things. And I'm not going to name any names, but there were some companies who did this really well. And there were other companies who did it so poorly. And I understand they're not trained like your team is to deal with these types of situations, but they know where I live.

different things because I thought I was losing my home and I had to, you know, deal with, navigate different things. And I'm not going to name any names, but there were some companies who did this really well. And there were other companies who did it so poorly. And I understand they're not trained like your team is to deal with these types of situations, but they know where I live.

different things because I thought I was losing my home and I had to, you know, deal with, navigate different things. And I'm not going to name any names, but there were some companies who did this really well. And there were other companies who did it so poorly. And I understand they're not trained like your team is to deal with these types of situations, but they know where I live.

They know my address. They know what I'm calling about. And I think it's so important for any team to who has that information when there is a disaster happening, that we just change our tone and show that empathy, ask a different question instead of, how are you doing today? How are you hanging in there? It's such a small shift, but it has a massive impact on how that customer is going to feel.

They know my address. They know what I'm calling about. And I think it's so important for any team to who has that information when there is a disaster happening, that we just change our tone and show that empathy, ask a different question instead of, how are you doing today? How are you hanging in there? It's such a small shift, but it has a massive impact on how that customer is going to feel.

They know my address. They know what I'm calling about. And I think it's so important for any team to who has that information when there is a disaster happening, that we just change our tone and show that empathy, ask a different question instead of, how are you doing today? How are you hanging in there? It's such a small shift, but it has a massive impact on how that customer is going to feel.

So I want to talk a little bit about where technology comes into play, because as we bring more and more AI into the picture, I have this question of where does empathy play a role and how do we find the efficiencies of AI? if like increasing the level of empathy, because I actually think we have quite a deficit of empathy when it comes to customer experience as a whole.

So I want to talk a little bit about where technology comes into play, because as we bring more and more AI into the picture, I have this question of where does empathy play a role and how do we find the efficiencies of AI? if like increasing the level of empathy, because I actually think we have quite a deficit of empathy when it comes to customer experience as a whole.

So I want to talk a little bit about where technology comes into play, because as we bring more and more AI into the picture, I have this question of where does empathy play a role and how do we find the efficiencies of AI? if like increasing the level of empathy, because I actually think we have quite a deficit of empathy when it comes to customer experience as a whole.

And so how are you approaching that?

And so how are you approaching that?

And so how are you approaching that?

I think it's so important to have empathy in our tech stack. Like thinking about how can we... what is it that the customer or the client really needs and how can we use technology to help to get them that when they need it? So for example, in not sending you through a big IVR menu where you have to wait on hold and do all these things like,

I think it's so important to have empathy in our tech stack. Like thinking about how can we... what is it that the customer or the client really needs and how can we use technology to help to get them that when they need it? So for example, in not sending you through a big IVR menu where you have to wait on hold and do all these things like,

I think it's so important to have empathy in our tech stack. Like thinking about how can we... what is it that the customer or the client really needs and how can we use technology to help to get them that when they need it? So for example, in not sending you through a big IVR menu where you have to wait on hold and do all these things like,