Digital empathy: using emerging technology to improve what people can physically accomplish.
It should also do all of these things while building a customer dialogue and fostering deeper relationships, just as the best human customer service representatives do. And then it should go beyond, using emerging technology toThis is what we call “digital empathy.”
People have grown accustomed to a world where they dictate, rather than select, their experiences. The data they need is at their fingertips, they can easily help themselves, and customer experience is a two-way conversation. Digital empathy recognizes that the customer experience isn’t something that’s done to you, or even for you. It’s something you can proactively calibrate.
Nest, the clever digital thermostat turned smart-home platform, can certainly accommodate manual configuration. But post-acquisition, Alphabet is undoubtedly discovering that most homeowners just let the device run. Nest can determine the right temperature in the right zone at the right time, with minimal adjustment.It’s been shown repeatedly that a little transparency can meaningfully improve peace of mind.
That’s how JetBlue approaches its social media accounts — not as a digital silo, but as a key channel intrinsically linked to the rest of the operation. For example, the airline actively monitors its Twitter feeds and mines them for operational cues that are immediately conveyed to staff on the ground.
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