The recent past has seen our world grow ever more productive and efficient. Now, we’re prioritizing empathy.
From customized shopping experiences to personalized telemedicine, the trend across industries is to innovate, humanize, and make meaning at the individual level. The result? Increasingly less tolerance for a poor experience: including one that isn’t delivered in the customer’s or patient’s preferred language.
This week, we’re interested in the future. We’ve gathered some ideas from around the web, and invite you to imagine with us what the future could look like as experiences become more empathetic and communication more seamless across channels and across languages. The possibilities are endless.
“In healthcare, soft skills such as empathy – and the jobs connected with it will be valued more and more in the future.”
http://medicalfuturist.com/future-empathy-not-coding/
“How do you manage a patient's emotional quotient?...These are problems we're grappling with. But hospitals and healthcare companies have an opportunity to lead in this space.”
"Embrace the business model of extended care teams that include health coaches."
https://hbr.org/2017/10/the-innovation-health-care-really-needs-help-people-manage-their-own-health?utm_source=twitter&utm_medium=social&utm_campaign=hbr
"The new contact centre is designed to provide consistent, context-appropriate customer experiences (CX) regardless of the channel used to initiate contact."
https://www.commstrader.com/news/blog/hold-future-looks-like-contact-centers/
"Despite all the technological advances we have to look forward to, I don’t see them competing with raw human creativity anytime soon. Or with the potential for deep relationships."
http://nationswell.com/matthew-brimer-future-education-not-invented-yet/
"We all carry things with us to work that can’t be seen on the surface, but that deeply affect our performance and interactions."
https://www.fastcompany.com/40473376/this-is-how-hubspot-trains-its-employees-to-be-more-empathetic
"Personalization continues to look like a great marketing opportunity that retailers certainly have started taking advantage of, but also can't shake persistent privacy concerns."