empathy

September 20, 2022
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CX professionals extol the importance of empathy towards external customers but often overlook its importance with internal ones – Interview with Jack Springman

Today’s interview is with Jack Springman, a former Associate Director of Optima Partners, customer experience provocateur and new author. After a year-long battle with cancer, Jack […]
August 25, 2022
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Delivering personalised search experiences in an ethical way – Interview with Angel Maldonado of Empathy.co

Today’s interview is with Angel Maldonado, CEO & Founder of Empathy, who create human-centred, commerce search & discovery platforms that combine innovative technology, behaviour-based algorithms and […]
February 10, 2022
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Leadership and life lessons from the winner of the 2021 CX Leader of the Year – Interview with Sri Safitri of Telkom Indonesia.

Today’s interview is with the winner of the MyCustomer 2021 CX Leader of the Year competition: Sri Safitri, Deputy Executive VP of Customer Experience and Digitisation […]
January 20, 2022
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How to put empathy into action in your customer experience

I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]