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Empathy in Action: The Business Value of Customer Empathy

New Research From Alida in Partnership with Bodine & Co. and the CXPA

Customer empathy is getting lost in translation across teams, organizations, and industries. CX professionals are presented with the unique opportunity to bridge the gap and align stakeholders for empathetic customer experiences that drive action and ROI.

In a recent study of customer experience consultants and practitioners, Alida teamed up with Kerry Bodine and the CXPA to explore the important—yet misunderstood and undervalued—topic of empathy in business: ways to capture it, quantify it, and harness it to drive business value.

The results revealed a significant disconnect between how CX practitioners view the role of empathy in their day-to-day work and the role of empathy as a broader tool in their organizations to drive action and deliver business outcomes. 


Empathy in Action

Download the full research report to learn:

The common challenges and limitations of taking an emotion-based approach to customer experience programs

How to apply ”empathy-in-action pivots” to customer research, insights collection, and reporting

Action steps businesses can take to overcome the massive hurdles in experience design and delivery

Alida is a Community Research platform that helps the world's biggest brands create highly engaged research communities to gather feedback that fuels better customer experiences and product innovation.