The customer isn’t just human anymore. Agents are already learning our preferences, comparing offers, and making choices that used to hinge on emotion and brand memory. We sat down with Ben Wiener, global head at Cognizant Moment, to unpack how this rewires the entire go-to-market stack—from data foundations to creative expression—and why marketing plus IT has effectively become the business. We dig into the real preparation work: consolidating and governing data so AI can act responsibly an...
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The customer isn’t just human anymore. Agents are already learning our preferences, comparing offers, and making choices that used to hinge on emotion and brand memory. We sat down with Ben Wiener, global head at Cognizant Moment, to unpack how this rewires the entire go-to-market stack—from data foundations to creative expression—and why marketing plus IT has effectively become the business. We dig into the real preparation work: consolidating and governing data so AI can act responsibly an...
When Empathy Burns Out: The Hidden Cost of Compassion Fatigue
Customerland
39 minutes
3 months ago
When Empathy Burns Out: The Hidden Cost of Compassion Fatigue
What happens to the people who protect our digital spaces from the worst humanity has to offer? Rachel Lutz-Gavara, Division VP of Trust and Safety at TaskUs, joins Customer Land to explore the invisible toll of content moderation and frontline customer work. As a licensed mental health professional, Rachel brings unique clinical expertise to corporate wellness. She reveals how compassion fatigue—the emotional cost of caring—manifests in frontline workers through subtle signs like reduced em...
Customerland
The customer isn’t just human anymore. Agents are already learning our preferences, comparing offers, and making choices that used to hinge on emotion and brand memory. We sat down with Ben Wiener, global head at Cognizant Moment, to unpack how this rewires the entire go-to-market stack—from data foundations to creative expression—and why marketing plus IT has effectively become the business. We dig into the real preparation work: consolidating and governing data so AI can act responsibly an...
