Service that is Authentic

Content

I saw a presentation today where Jeff Wartgow was talking about how the Gen Z demographic wants more authentic service and don't want scripted "we are sorry you had this issue" type responses. So this got me thinking how do you move to a more genuine in conversational experience while still making sure agents are being professional and your customers aren't feeling unloved?

 

Anyone interested in just having a meetup to discuss how we can encourage uniqueness and authenticity while delivering a level of service where your customer effort or other metrics will still be met?