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.