‘Be more human, think like a customer’ — the importance of empathy and connection in case management
This article summarises a presentation at the Personal Injury Education Foundation’s National Conference in October 2022. We hear a lot about the importance of empathy and human connection. For Jess Henley (Customer Insights Manager) and Jess Standen (Risk and Innovation Manager) from QBE, these things are more important than ever when supporting an injured worker — they are the ‘keys to gold class case management’....
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Published 30 November, 2022 | Updated 06 December, 2022