.When customer service and customer experience specialists spend the majority of an interaction verifying the identity of the person they are interacting with, is there any possible way they can create a connection that leaves the customer feeling satisfied? The short answer - probably not. It's frustrating for the customer and it's frustrating for the service or support rep. That leads to even more burnout and worse outcomes.

This cycle of repeat questions, rep handoffs, feelings of intrusion and frustration, and delayed service can be broken.

To understand how, we spoke with Aaron Painter, CEO of Nametag