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For Customer Experience Professionals

Customer Empathy: Three Essential Strategies For Cultivating It In Your Organization

April 26, 2017

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  • By Tony Costa
  • with David Truog,
  • Scott Ross,
  • Laura Glazer

Why Read This Report

To deliver great customer experiences, companies need high levels of customer empathy. Without it, CX efforts risk becoming self-serving and disconnected from customer needs, expectations, and desires. To avoid this trap, CX pros need to cultivate customer empathy with discipline and rigor. This report explores three strategies and seventeen tactics that our research shows effective CX pros use to build customer empathy.

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Table of Contents

  • Cultivating Customer Empathy Is Critical For CX Success
  • Recommendations

  • Customer Empathy Efforts Start With Employee Empathy
  • Supplemental Material
  • Related Research Documents