Best Practice Report

Empathy Is Essential To The Human Picture

August 2nd, 2021
With contributors:
Emily Collins , Lexie Lawhon , Christine Turley


The “human picture” documents customers’ pains and frustrations. Firms that establish empathy for these challenges can innovate solutions. This report provides best practices to help marketers cultivate empathy across all customer-facing functions.

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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.