Emotional intelligence in customer service and AI | Kathryn Simons-Porter | Ep 32
What makes a customer experience truly memorable in a world of increasing automation? Kathryn Simons-Porter, Founder of Flourish Business Consulting, joins My Favourite CX to talk about her journey across CX, emotional intelligence, and why the human side of service still matters more than ever.
Kathryn then shares two of her personal favourite customer experiences, exploring how empathy, trust and going above and beyond create moments that stay with us long after the interaction ends, and why great customer experience is ultimately about how you make people feel.
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