The Tug of War between AI & Empathy in Customer Experience

About the webinar

Join us for a special session of PeopleMetrics Live! where Monika Mandrakas, Manager, Customer Insights at Mutual of Omaha, joins us to discuss the tug of war between frictionless experiences driven by AI and the need for human empathy to resolve issues for customers. Using examples from the insurance industry, Monika and Sean McDade, PhD, CEO of PeopleMetrics will discuss the notion of easy (frictionless) experiences and how AI is key to making these happen more frequently.

We will also discuss when insurance customers need to talk with people who can empathize with a problem they are having and figure out a solution. Finally, Monika and Sean will look towards the future and discuss how they see AI and empathy impacting the customer experience for insurance customers and the world in general.

Speakers

PeopleMetrics LIVE! is a free online session where Experience Measurement experts from our team share their knowledge on Customer Experience Feedback Programs, Pharma Patient Support Services, and more. At the end of each session, we open the conversation up to the audience to answer all YOUR questions. Tune in for our Tuesday afternoon specials for some short, casual conversations lead by experts in the CX industry.

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