Joana de Quintanilha, VP, Principal Analyst

Show Notes:

CX EMEA 2023 was packed with CX leaders who want clarity on how empathy can lead to action. Joana de Quintanilha joins the CX cast to share the insights that resonated most from her CX EMEA keynote, “Spark, Nurture, And Fire Up Empathy To Drive Innovation.” She offers a no-nonsense multi-step approach to build empathy into innovative customer experiences.

We discuss:

  • What is the definition of empathy? What’s the nuanced view of it?
  • What are the missteps in attempting to empathize with customers?
  • What are the right steps to building empathy? And what is the right level of empathy to aim for?
  • How do we innovate through empathy? And how can we inspire empathy?
  • How do we consider context when striving for empathy?
  • How can we spread empathy throughout an organization?

Listen to the full episode to hear more about bringing empathy into your customer journeys.


See the Forrester report: Spark, Nurture, And Fire Up Empathy To Drive Innovation