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For Customer Experience Professionals

Executive Q&A: Reboot The Team With An Empathy Map

The What, Why, And How Of Empathy Maps

August 30, 2017

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Why Read This Report

Customer experience (CX) leaders need to seed and nurture an empathetic culture to support successful and sustainable CX transformations. Empathy maps serve as an effective, quick way to recalibrate teams to be more empathetic to each other and the customers they serve. This report details the what, why, and how of the empathy mapping exercise and provides some tactical recommendations to CX pros on how to use these tools to grow empathy in their organization.

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Table of Contents

  • Empathy Maps Are A Pragmatic Way To Seed Empathy
  • Recommendations

  • Creatively Collaborate Your Way To A More Empathetic Culture
  • Supplemental Material
  • Related Research Documents