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2018 July

  • Emotional Intelligence in the Age of Automation

    • July 20, 2018
    • Posted by: CSIA Editorial Team
    • Category: Community, Competitive research, CSIA, CSIA Blog, Employee Development, Innovation, International Customer Service Standard, Professional Implementation
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    As we discussed in a past article: Artificial Intelligence and the Customer Service Experience, emerging technologies that include artificial intelligence will only have long-term value if augmented with human touch. Coined a few decades ago by psychologist and author, Daniel Goleman,  “Emotional Intelligence” or E.I. will become increasingly important in this Automation Age. What defines

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