Gina Bhawalkar, Principal Analyst
Senem Guler Biyikli, UX Analyst

Show Notes:

Demonstrating empathy in digital experiences helps brands build trust and loyalty, yet many brands struggle to reflect customer understanding in the experiences they create and miss out on opportunities to make customers feel heard and understood. Forrester Analyst Senem Biyikli and Principal Analyst Gina Bhawalkar offer best practices to design for empathy. 

We discuss: 

  • What’s “design for empathy”? Why does it matter? 
  • What are the challenges brands face when it comes to empathy? 
  • You discuss five best practices in your report. Can you tell us about those? 
  • Is AI going to make things better or worse here? Can AI help us design for empathy? 
  • How can brands start applying those best practices? Where should they start from? 


To learn more see the Forrester report, Five Best Practices To Design For Empathy In Digital Experiences