Empathy depends on context. Context depends on data. And right now, most customer service agents do not have either. Tom Sciculna, CRO at xAmplify, and Ian Kreiger, Futures Director at ServiceNow, dig into one of the most persistent operational problems in customer experience: agents switching between disconnected systems to piece together a customer's story, while the clock runs on their handle time. The pressure is built into how agents are measured. Time to close. Resolution speed. First call resolution. When those are the metrics, the first thing that gets cut is the human connection the customer actually came for. Tom's argument is direct: empathy requires context, and context requires data that is accurate, timely and linked. Organisations that deliver the best customer experience are not the ones with the most empathetic staff. They are the ones whose data infrastructure produces a predictable, trusted picture of the customer before the conversation even starts. The goal is an agent who can say with confidence: I know who you are, where you have been, and why you are here. Everything after that becomes relationship time. What you will learn: Why alt-tabbing between systems is a CX problem, not just an efficiency problem How agent metrics actively work against positive customer experiences What it means to link data in a way that produces a predictable contextual result Why empathy at scale starts with data infrastructure, not training Explore the research behind this conversation: The CX Shift https://www.servicenow.com/standard/resource-now/infographic/info-cx-shift-au.html

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