Trends Report

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

The What, Why, And How Of Empathy Maps

August 30th, 2017
Ryan Hart, null
Ryan Hart
With contributors:
Frederic Giron , Diane Deng , Michael Barnes , Tony Costa , Gabriella Zoia , Rachel Birrell


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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