Talkdesk：2021年同理心的商业价值报告（英文版）

A new paradigm for 21st-century companies In the age of 24/7 social media, Amazon reviews, and online forums where both customers and employees can vent their frustrations and gripes, companies offering a poor-quality experience are quickly punished. “Around 2009, social media took off and this was a domain that companies could not control,” said Dr. Natalie Petouhoff, Senior Strategic Business Consulting Director at Genesys. “Brands and their reputations were suddenly in the hands of custome