Webinar On Demand

A Successful CX Strategy Starts with Empathy

Fill out the form to watch on demand.

Now, more than ever, you need to understand what your customers are going through.

Such empathy only comes from a robust process of listening and communication. Your business’ objectives have likely changed dramatically, and your customers are looking for some form of stability right now.

In addition to answering questions from live attendees, our panel covered some of the following questions:

  • How can I best convey empathy and understanding?
  • What emotions and feelings should I expect from customer reactions?
  • What long-term effects will this crisis have on customer experience?
  • What are some ways to listen and track emotional changes in customers?

We’re here to help, so reach out with any questions as we all navigate our new normal. Find additional resources in our Managing a Remote Workforce guide.


Dave Hoekstra
WFM EvangelistDave Hoekstra, WFM Expert at Calabrio

Dave has spent his entire professional career in customer service, but it wasn’t until he found WFM that he found his true passion. With over 20 years in WFM, Dave has gained insight into the real world challenges of working in today’s customer service. He is one of the few people who truly gets excited when someone wants to talk about Real Time Adherence or Net Staffing reports.


Rebecca MartinMax Mononen
Chief Marketing Officer

As Chief Marketing Officer at Calabrio, Rebecca is responsible for lead generation and pipeline marketing, content strategy, customer marketing, and corporate communications. An unflappable veteran of Minnesota’s emerging technology industry with nearly 20 years of experience, Rebecca has been entrusted with millions in venture capital and the formidable task of building lead funnels, and differentiating and positioning entrepreneurial brands. Most recently, Rebecca was Director of Integrated Marketing for Code42—a data protection and security company—where she fueled a content-driven lead-gen strategy, customer engagement/advocacy and communications initiatives. Prior, Rebecca held marketing leadership roles at Trissential, Stellent, and Oracle. Rebecca holds a B.A. degree from the University of Wisconsin.

David BunchMax Mononen
Product Marketing Manager

David Bunch is a product marketing manager for Calabrio. In that role, he is focused on helping organizations unlock growth opportunities by engaging customers, empowering employees, and streamlining business processes.