{"id":5474,"date":"2026-10-06T16:59:35","date_gmt":"2026-10-06T21:59:35","guid":{"rendered":"https:\/\/www.beyondfinance.com\/newsroom\/?p=5474"},"modified":"2026-10-06T16:59:35","modified_gmt":"2026-10-06T21:59:35","slug":"human-empathy-customer-service","status":"publish","type":"post","link":"https:\/\/www.beyondfinance.com\/newsroom\/human-empathy-customer-service\/","title":{"rendered":"Vanessa Hering: When the Stakes Are High, Customers Need Human Empathy"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">When customers are facing overwhelming debt, a medical bill or another high-stakes financial decision, resolving the problem is only part of delivering an exceptional customer experience. They also need to know that the person helping them understands what they\u2019re going through.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">That\u2019s the message Vanessa Hering, Executive Vice President and Client Success Officer at Beyond Finance, shares in her recent CMSWire article, \u201c<a href=\"https:\/\/www.cmswire.com\/customer-experience\/is-empathy-the-missing-metric-in-your-cx-strategy\/?utm_source=chatgpt.com\" target=\"_blank\" rel=\"noreferrer noopener\">Is Empathy the Missing Metric in Your CX Strategy?<\/a>\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">\u201cCustomers need to feel both heard and most importantly understood,\u201d Hering writes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">She argues that empathy should not be viewed simply as a \u201csoft\u201d customer service skill. Research shows empathetic experiences can strengthen trust, customer loyalty, and business results.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This skill is particularly important in financial services, where customers may already be experiencing anxiety, embarrassment, or shame when they finally seek help.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At Beyond Finance, that philosophy is put into practice through extensive employee training. In 2025 alone, Client Success team members completed more than 10,000 hours of training focused on empathy, listening, and action-planning.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Hering\u2019s message to customer experience leaders: When customers are at their most vulnerable, human empathy can become one of a company\u2019s most powerful competitive differentiators.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>About Vanessa Hering<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Vanessa Hering is Client Success Officer and Executive Vice President of Strategy and Operations at Beyond Finance where she leads Client Success, operational performance, and enterprise-wide strategic initiatives. Under her leadership, Beyond Finance has been recognized with Organization of the Year in the Business Intelligence Group&#8217;s Excellence in Customer Service Awards, multiple Gold Stevie\u00ae Awards, and a Banking Tech Award as a Financial Wellness Champion. She has written about client care in CMSWire and for the Association for Consumer Debt Relief, and holds an MBA in Finance from The Wharton School and an M.A. in International Studies from the University of Pennsylvania.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>When customers are facing overwhelming debt, a medical bill or another high-stakes financial decision, resolving the problem is only part of delivering an exceptional customer experience. They also need to know that the person helping them understands what they\u2019re going through.<\/p>\n","protected":false},"author":17,"featured_media":5476,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":""},"categories":[14],"tags":[],"class_list":["post-5474","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-recent-news"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Vanessa Hering: When the Stakes Are High, Customers Need Human Empathy - Beyond Finance Newsroom<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.beyondfinance.com\/newsroom\/human-empathy-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Vanessa Hering: When the Stakes Are High, Customers Need Human Empathy - Beyond Finance Newsroom\" \/>\n<meta property=\"og:description\" content=\"When customers are facing overwhelming debt, a medical bill or another high-stakes financial decision, resolving the problem is only part of delivering an exceptional customer experience. 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