As we move past many of the traditional ways of interacting with companies, what we expect from the people across the chat-box, the sales counter, or the service desk has changed dramatically. Especially, the newest breed of customer is flexing their spending muscle by choosing to interact with companies that provide caring people, relevance, choice, and speed. The ability to empathize and be human is now cited as a reason why customers stay or go. It is a condition for earning that sale.
