In this episode of Cards Against Complexity, Jan interviews Johanna Ahrens from Cisco at the Service Summit to discuss the relationship between automation, emotions, and service delivery. Johanna draws on her experience with B2B and lifecycle management to explore how technology and human-centered approaches are shaping modern customer service.

Key Takeaways:

• Automation Enhancing Emotional Connections: Johanna explains how automated systems, like tracking tools or AI chatbots, can create positive emotional experiences by fostering reliability and convenience, thereby strengthening customer loyalty.

• The Role of Employees in the Digital Era: Emphasizing the importance of equipping service agents with the right tools, Johanna highlights how reducing administrative burdens allows employees to focus on empathetic, high-value customer interactions.

• Technology as a Partner in Emotional Intelligence: By leveraging digital tools, organizations can bridge the gap between automation and empathy, ensuring technology amplifies human strengths rather than replacing them.

What comes first: The technology or the human emotion?