In a world where digital interactions dominate, it's easy to forget the human element behind every decision. This episode explores how empathy, trust, and emotional intelligence can redefine customer experience — turning efficiency into authentic connection.

Based on insights shared by Cyrill Luchsinger, Initiator and Moderator of the CX Community for the DACH region, from his presentation at the Digitale Kundenerfahrung – Special AI Edition 2025, the episode highlights how each service interaction becomes a "moment of truth," where technology enhances but people create real bonds.

Discover his full presentation on YouTube And explore all other events at: www.worldclassbusinessleaders.com