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Empathetic CX and the Power of Customer Connection

Thu, Dec 16, 2021 · 12:00 PM · Central Time (US & Canada)
About This Webinar

Join Rachael Rekart, VP of Customer Success at Soul Machines, and guest speaker David Truog, VP and Principal Analyst at Forrester, discussing AI-Digital People and the importance of the emotional impact they can have on the customer journey.

Forrester’s research has proven that emotion is the most powerful driver of customers' perceptions of the quality of their experiences with brands. So the emotional cues you’re your employees convey through facial expressions and body language when interacting with customers have a major impact on the experience, especially as a way of signaling empathy. Is all this lost when you automate customer interactions? No, you can go beyond traditional graphical interfaces and simple chatbots by using AI-Digital People. They have the potential to tap into these emotional cues and to do so much more scalably and consistently than in human-to-human interactions.


In this webinar, you will learn:

- The impact of emotion on customer experience quality
- How body language and microexpressions convey emotion and empathy
- How organizations have used AI-Digital People to combine automation with emotion
- Opportunities for leveraging AI- Digital People in your organization

Who can view: Everyone
Webinar Price: Free
Featured Presenters
Webinar hosting presenter
VP and Principal Analyst, Forrester
David researches innovation, ideas, tools, and best practices at the intersection of technology and design. He focuses especially on emerging technologies, including conversational AI (voice and text chatbots) and extended reality (augmented reality, mixed reality, and virtual reality). For new mediums like these, creating good experiences is harder than for a well-established medium because there are not yet widely understood best practices and design patterns.

David holds a BA in cognitive science from Amherst College where, in his senior honors thesis, he predicted the ascent of neural networks two decades before they displaced traditional rules-based approaches to artificial intelligence. He also earned an MA in the history of ideas from St. John’s Graduate Institute, Santa Fe. Prior to college, David grew up in France, where he earned a baccalauréat from Lycée les Eaux Claires.
Webinar hosting presenter
VP of Customer Success
A proud ‘AI Evangelist,’ Rachael has been recognized for her pioneering work integrating AI applications into the customer space, and her impressive contributions as a woman in technology. She has been a featured source in the Wall Street Journal, Fast Company, Financial Times, and San Francisco Business Times. Rachael is also a frequent speaker on the future of conversational AI and women in technology at national conferences and broadcast media (Bloomberg and Cheddar).

She is currently Vice President of Customer Success for Soul Machines Inc., a leader in utilizing AI to create engaging and emotional connections with customers to transform the brand experience. In this role, she built and led teams to create a customer-centric approach aligned with organizational retention and growth goals.

Previously, Rachael held progressive roles at Autodesk and EMC where she developed expertise in designing and delivering global program and change management strategies, optimizing products and systems, and leveraging innovative technology and metrics to drive business growth and retention.

A lifelong learner, Rachael recently earned a Master of Arts in Psychology from Pepperdine University to further explore the intersection of AI and mental health. She also holds two Business degrees.
Hosted By
Soul Machines webinar platform hosts Empathetic CX and the Power of Customer Connection
Soul Machines™ is an astonishing AGI company whose unparalleled Human OS platform allows the world to leverage the full capabilities and goodness of human and machine collaboration in a responsive, relatable and unprecedented way.
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