When empathy slips, it rarely shows up first in CSAT. It shows up in the micro-moments: a hesitant response, a missed acknowledgment, a mismatch in tone. These small disconnects accumulate quietly, eroding trust, slowing resolution, and increasing customer effort long before dissatisfaction becomes visible in your metrics.

The challenge for teams isn’t a lack of care — it’s a lack of visibility. Leaders need clearer ways to surface emotional signals inside conversations, and tools that transform those signals into actionable insights.

Join MaestroQA’s Parth Patel and Evolution Coach Courtney Orsinelli—who has worked with leading brands like Dropbox, Microsoft, and Tinder—for a practical, strategy-focused workshop on how to decode sentiment signals, strengthen presence in customer interactions, and build the type of communication that turns moments of friction into moments of connection.