empathy

Some of Australia’s largest enterprises, including the big four banks, will soon have access to customer empathy metrics in their customer engagement and decisioning software. Pegasystems, an enterprise software company best known for its process automation and CRM, will add new empathy tools to its decisioning platform at the end

In an era when consumers benchmark any experience against the best service they’ve ever received, government services delivered by digital channels can feel like they leave a lot to be desired. But, unlike other parts of their lives, when it comes to governments services users can’t shop around for a