Lunch & Learn – April 6th, 2023

WHAT:   CCNS Lunch & Learn Webinar: Leading with Empathy and Humanizing the Digital Customer Experience

WHERE:    Webinar

WHEN:   April 6th, 2023, 12-1 pm AST

Topics will focus on:

  • Thanks to the pandemic, customers have become comfortable interacting with virtual assistants and self-serve tools and having conversations in digital customer service channels like social, live chat, and text messaging. These digital experiences can be highly transactional and robotic.
  • It’s up to your employees to build connections by bringing warmth and empathy to the forefront of their digital conversations.
  • In this session, we’ll explore how brands prioritize empathy in customer service and how your employees can leverage the power of language to create a highly conversational experience in a digital world.

About the facilitator:

Margaret Tsuji and Danielle Kovac from Leap2Digital

Danielle is an award-winning customer service executive with 20+ years in the customer service industry. As a customer experience strategist, Danielle creates a vision that inspires others to work collaboratively and ultimately deliver exceptional business results. She has a reputation for being a “hands-on” leader who continually challenges the status quo, evolving underperforming functions into high-performing, customer-centric teams.

Margaret is a thought partner, master collaborator, and dot connector. She’s an award-winning customer service leader with experience in strategic planning, marketing, facilitation, and customer service at some of Canada’s largest companies in the telecommunications, technology, and retail sectors. She’s known for building high-performing teams and setting new standards for organizational excellence through world-class customer service.

Register via email at with Empathy and Humanizing


Apr 06 2023


12:00 pm - 1:00 pm