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About This Webinar

Shantenu Agarwal, VP of AGI Ecosystems at Soul Machines, and Guest Speaker Ian Jacobs, Principal Analyst at Forrester discuss AI-Digital People being an emotional component for your customer experience.

Research has shown us that empathy plays a main driver in how we perceive the customer service experience. Customers tend to give higher marks to your brand based on emotion over ease and effectiveness of engagement.

According to Forrester, committing to empathy is easy; expressing it through brand and CX is hard. Google Trends reveals that, over the past five years, global search queries related to empathy hit peak popularity during May and June 2020. Although leaders recognize the need for empathy in CX, their intentions don’t translate seamlessly into action: Only 53% of global firms believe that their customer experiences show empathy for the consumer. Digital People can help scale this empathy throughout the customer experience.

In this webinar, you will learn:
- Trends in customer service
- Why consumers crave empathy and why brands struggle to deliver it
- How, even in automated interactions, empathy uplevels the experience
- Current Digital People use cases
- Opportunities for leveraging AI- Digital People in your organization

(Source: Win And Retain Consumers During The Pandemic, Start With Empathy, Dec 17, 2020)

When: Thursday, May 6, 2021 · 11:30:00 AM · Central Time (US & Canada)
Duration: 1 hour
Language: English
Who can attend? Everyone
Dial-in available? (listen only): No
Featured Presenters
Webinar hosting presenter
VP AGI Ecosytem, Soul Machines
Shantenu is VP of AGI where his focus is setting the strategy for the future of AI at Soul Machines by working with innovative partners and creating products that will accelerate the commercialization of new AI research and increase AI adoption across industries. He led several AI products both at Soul Machines and prior at IBM Watson where he was part of the original team that created the strategy to commercialize the platform. He believes that this is only the beginning of how machines and humans will interact symbiotically and is excited to improve the human condition.

Shantenu earned his undergraduate & master's degrees from the University of Pennsylvania.
Webinar hosting presenter
Principal Analyst, Forrester
Ian serves customer service application professionals. With a focus on the ways AI is transforming customer service technology, processes, and labor models, he is an expert in contact centers. His research keeps a sharp focus on customer experience and agent experience issues. Ian is an award-winning columnist, is regularly quoted in major global publications, and is a frequent speaker at industry conferences.

Ian earned a bachelor's degree in comparative literature and sociology from Rutgers University and a master's degree in journalism from Stanford University.
Hosted By
Soul Machines webinar platform hosts Using Empathetic AI-Digital People to Drive your Customer Experience
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.