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 […]
October 8, 2020
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The difference and relationship between emotion, empathy and emotional intelligence in customer experience – Interview with Sandra Thompson

Today’s interview is with Sandra Thompson, a published consultant, lecturer, course leader and trainer in the field of customer experience, emotional intelligence and, more recently, remote […]
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 […]
February 8, 2019
Empathy

What more empathy in business and artificial intelligence (AI) will look like – Interview with Minter Dial

Today’s interview is with Minter Dial, keynote speaker and consultant on branding, new tech and digital transformation for blue chip companies, conferences and events around the […]