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

Summary

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.

Want to read the full report?

Buy this report
Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.