Customer Empathy

November 4, 2020
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To deliver better customer experience brands need to develop an empathetic musculature

Over the last few months, there has been much talk about how an organization’s ability to deliver great service and experience to their customers is dependent […]
June 27, 2019
Rob Walker on stage at Pegaworld

Becoming more empathetic can be hard. Pega’s new AI-powered Customer Empathy Advisor aims to help – Interview with Rob Walker of Pega

Today’s interview is with Dr. Rob F. Walker, Vice President Decision Management and Analytics at Pega. I caught up with Rob at Pega’s recent customer event, […]
February 11, 2019
doctor time

A story about how a successful outcome doesn’t guarantee a positive patient experience

The following is a story that was recounted to me by a friend, let’s call her Jasmine, about a recent visit to a local hospital. Jasmine […]
August 24, 2015

Empathy: The new way to connect with your customers

Over the past 15 years, digital marketing has exploded. With the expansion of social media, many businesses have had to change the way they interact and […]