Скачать или смотреть The Case for Mapping Emotions in Every Customer Journey

In this episode, we sit down with Michael Mattson, Customer Relationship Rescuer and Empathy Leader. He agrees that empathy must be woven into the fabric of customer experience strategy.

He also unpacks the challenge of quantifying empathy, the limitations of traditional CX metrics like CSAT, and how AI can enhance rather than replace the human touch. He also explores how emotions shape customer journeys and why the future of CX will depend on proactive, empathy-driven design.

Michael Mattson is a member of the XM Global Collaborative and the Contact Center AI Association, and serves as Chief Empathy Officer at Walk a Mile CX. As a CX catalyst, he blends emotional intelligence, empathy, and strategic technology to help organizations build meaningful connections and deliver consistently exceptional CXs.