Model Overview Report

Build Trust And Lasting Emotional Bonds With Empathy

Use Forrester’s Framework To Forge Meaningful Connections With Customers, Employees, And Partners

August 7th, 2023
Allie Mellen, Principal Analyst
Allie Mellen Principal Analyst
Heidi Shey, Principal Analyst
Heidi Shey Principal Analyst
Jinan Budge, VP, Principal Analyst
Jinan Budge VP, Principal Analyst
With contributors:
Stephanie Balaouras , Angelina Gennis , Ian Jacobs , Mary Pilecki , Judy Weader , Alexis Tatro , Michael Belden

Summary

Empathy is the lever of trust that helps establish stronger emotional connections between organizations and their stakeholders. It helps teams design products and services that enable customers in meaningful ways, gives employees the ability to find more meaning in their role, and creates mutually beneficial partner relationships. This report provides executives with a five-step framework for using empathy as a lever to build strong, trusted relationships with business stakeholders despite changing market dynamics, customer habits, and global events.

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