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Kurt Schroeder, Chief Experience Officer at Avtex, sat down with New York Times reporter Maggie Parker to discuss the importance of emotional intelligence in customer experience.

“The customer has two needs: the functional need — what they’re originally calling about — and the emotional need — wanting to feel validated, understood, recognized, supported, honored. It is only when the functional and emotional needs are both met that the customer feels the most satisfied and engaged with the company."

To read the full story, and learn about how agents can meaningfully and productively connect with customers, click here.