Empathy is foundational to creating a pleasant customer experience. When organizations have a keen commitment to understanding their customers' experiences and empathizing with them, it increases the ...

The most advanced brands in CX are weaving empathy throughout the brand to consumer experience, from initial interaction to well beyond purchase. Eighty-six percent. That’s the proportion of people ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Have you noticed that the best books and movies are so totally immersive you feel as if you've actually entered the world they depict? Which is why I'd argue that the people most skilled in content ...

In the digital age, when customers are more knowledgeable and have higher expectations and more choices than ever before, a company’s fortunes rest on its ability to tune into their feelings and ...

Recently, I participated in a panel discussion in which a debate about the validity of customer journey maps ensued. One panelist argued that organizations should not create these maps with the ...

How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe they were robotically reading from a script or seemed more annoyed ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

Too often VoC and customer journey maps are hobbled by incomplete data, outdated assumptions and contradictory information. What can businesses do? Voice of the customer and customer journey maps are ...