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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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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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