Best Practice Report

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

April 26th, 2017
With contributors:
David Truog , Scott Ross , Laura Glazer


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 17 tactics that our research shows effective CX pros use to build customer empathy.

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