Reducing Attrition Through Digital Empathy | Jonathan Hawkins

The Global Xperience

Apr 29 2024 • 34 mins

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Episode Summary:
In this episode, we delve into the innovative world of behavioral analytics with Jonathan Hawkins, founder, and CEO of Anthrolytics. Join us as Jonathan discusses the impact of digital empathy in the customer experience (CX) and employee engagement landscape, and how Anthrolytics is revolutionizing the way businesses interact with their customers and employees.

Key Highlights:

  1. Jonathan Hawkins: Learn about Jonathan's background as a lecturer, and serial entrepreneur, and his role at Anthrolytics.
  2. Anthrolytics - Fusion of Behavioral and Data Science: Discover how Anthrolytics uses behavioral and data science to predict customer and employee behaviors and emotions.
  3. The Importance of Empathy in CX and Employee Engagement: Jonathan emphasizes the significance of empathy in creating positive customer experiences and enhancing employee wellness.
  4. Digital Empathy at Scale: Explore how Anthrolytics enables businesses to apply empathy digitally and at scale, improving interactions with customers and employees.
  5. The Contact Center Environment: Insights into the challenges faced by contact center agents and how understanding their emotional state can lead to a better work environment and customer service.
  6. Fun South African Trivia: Jonathan takes part in a South African trivia quiz, showcasing his knowledge about the country.
  7. Wild Turkey Encounter: A lighthearted story from Jonathan about encountering wild turkeys in Massachusetts.


Learn more about how to infuse empathy into your business processes by following Jonathan Hawkins on LinkedIn and visiting Anthrolytics' website (links in show notes).

Resources Mentioned:

· Anthrolytics Website: https://www.anthrolytics.io/

Connect with Jonathan Hawkins:

· LinkedIn: linkedin.com/in/jonathan-anthrolytics

· YouTube: https://www.youtube.com/@DigitalEmpathy