Experiential empathy training

For some customers there's a backdrop of other challenges that the customer care team are unaware of, potentially adding to the stress of a troubleshooting situation. From our research alone, we've spoken to customers who are managing households with children, aging parents, some with learning and physical disabilities, as well as the pressures of work. When their systems break down, stress amplifies.

There's an opportunity to transform traditional customer service training from theoretical to experiential by creating immersive simulations that help agents understand the emotional context of customer interactions. Apple could go one step further and even bring customers into the co-creation process, to ideate truly human centered solutions.