The “empathy economy” will help define the new reality of human and machine interactions in the customer service industry. A takeoff on the sharing economy, the empathy economy will grow due to brand mania and increased automation in the workplace. Consumers are inundated by brands in their day-to-day lives, and these brands sometimes create personal … Continue reading “The Empathy Economy: Emotional Intelligence in Customer Service”
Author: Joshua Feast
Josh Feast is the president, CEO, and co-founder of Cogito. He is a serial entrepreneur and thought leader with a passion for creating innovative technology that helps people live more productive lives. Josh has more than a decade of experience as a senior executive and is regularly quoted in Forbes, Fortune, and the Wall Street Journal. He holds an MBA from the MIT Sloan School of Management, where he was the Platinum-Triangle Fulbright Scholar in Entrepreneurship, and a Bachelor of Technology from Massey University in New Zealand.