Presented by Kim Pfeffer, Director, EmoryCard, Emory University 

In a world of robots, droids, devices, apps and mobile wallets we cannot forget the human component of what we do every day. All of this new technology is great, but there is a tradeoff. While automation provides for higher levels of efficiency and consistency it is at the expense of personalized services. The lack of personalized services has led to a gradual decline in overall customer service to the point where we accept subpar service. How can we tip the scales? Doing just a little something extra makes our service the sole differentiator. We can reenergize the human component of our customer interactions – even in these times of social distancing – by making emotional connections, rupturing stereotypes, delivering positive surprises and avoiding four service pitfalls.