Human Empathy as an Antidote to Automation
summary
Zendesk explains how it operationalizes empathy through a CSR program that makes customer-facing teams volunteers: a Drexel study shows volunteering every other month raises help-seeking by 15% and makes agents three times more likely to rank in the top third for empathy. Company data shows support attrition drops from 29% to 9% and a short “six hours” volunteering campaign targets 12,000 hours and correlates with a 350% engagement spike. Tools are employee programs and measured performance metrics.
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chapters (12)
- 0:00Introduction of speaker
- 1:02Scaling empathy with growth
- 3:10Automation vs human connection
- 4:35Tech’s polarizing impact on trust
- 6:40Automation fears and customer trust
- 8:04The empathy economy
- 9:51Millennials drive empathy demand
- 11:19CSR as empathy tool
- 12:45Culture shapes customer trust
- 14:11Volunteering boosts performance
- 16:38Six hours to change culture
- 17:39Call to action and Q&A
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