Today’s interview is with Sandra Thompson, a published consultant, lecturer, course leader and trainer in the field of customer experience, emotional intelligence and, more recently, remote work. Sandra joins me today to discuss emotion, empathy and emotional intelligence in customer experience, the need for and value of empathy, the difference and relationship between emotion, empathy and emotional intelligence, why empathy and emotional intelligence is needed now more than ever, the role of technology and culture in all of that and if there is any downsides to all of this.
This interview follows on from my recent interview – Language is the most basic form of personalisation and it plays a huge role in a customer’s experience – Interview with Allison McDougall of Amplexor – and is number 361 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
NOTE: A big thank you goes out to the folks at Pegasystems for sponsoring my podcast for the coming month.
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Here’s the highlights of my chat with Sandra:
Sandra Thompson is a published consultant, lecturer, course leader and trainer in the field of customer experience, emotional intelligence and more recently remote work. Sandra has worked with a range of clients including: Waitrose, Open University, Arsenal Football Club, Aldermore Bank, Network Rail and Vodafone.
She published an academic paper on Emotional Intelligence and Customer Experience in 2019 and is the UK’s first Emotional Intelligence Coach trained by Dr. Daniel Goleman and his faculty.
Sandra lectures part-time in the topics of customer experience, people management and leadership at Pearson Business School.