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11 Customer-Experience-Related Predictions For 2021

10. Empathy will emerge as a top customer experience metric.

Anthony Bartolo, chief product officer at Avaya, predicts that

"2020 taught us that empathy is desperately needed for leading teams and ensuring workforce stability. It has become commonplace to need to quiet your barking dog or turn off your camera and mic to help your child who's distance learning. Executives have realized that extending courtesies doesn't compromise business outcomes - it accelerates them. We're seeing the rise of human realness in the way work gets done, and it's an exciting breakthrough that I hope stays with us for the long haul."



About Avaya

Businesses are built by the experiences they provide, and every day, millions of those experiences are delivered by Avaya. Organizations trust Avaya to provide innovative solutions for some of their most important ​ambitions and ​challenges,​ ​giving them the freedom to engage their customers and employees in ways that deliver the greatest business benefits. Avaya contact center and communications solutions power immersive, personalized, and unforgettable customer experiences that drive business momentum. With the freedom to choose their journey, there’s no limit to the experiences Avaya customers can create. Learn more at

Avaya, Anthony Bartolo

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