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A scary CX trend: Employee compassion fatigue and burnout

1 to 1

Customer experience leaders look for employees with emotional intelligence and empathy , traits that work great for helping customers and resolving issues. And in today’s AI-obsessed environment, empathetic human connection is a welcome differentiator for many people who don’t want to navigate an IVR or converse with a chatbot.

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Hay Group Interviews and Culture

Management Consulted

Things continued in this vein, with Daniel Goleman using Hay Group research to publish “Working With Emotional Intelligence” in 1999. Industries . Robert Rock – Milton Rock’s son and co-author of the Compensation Handbook and Mergers & Acquisitions Handbook. HAY GROUP CULTURE. Communications.

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