Most companies fail to deliver the empathy customers want, and that failure is costing them loyalty and growth. A global ...

Over the past decade, the social and political climate of the United States and abroad has forced every strata of society to take stands on issues where they may have once stood on the sidelines. Or, ...

A few core elements help brands deliver personalized communications that feel truly human. Marketing has become an increasingly two-way conversation with customers. The rise of voice assistants, ...

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TORONTO--(BUSINESS WIRE)--Alida, a leader in Total Experience Management (TXM), has published a new research report, Empathy in Action: The Business Value of Customer Empathy, conducted together with ...

Brian Tuite is Co-founder & CEO of Zenarate, a leader in developing top-performing customer-facing teams through AI Conversation Simulation. For decades, customer contact leaders have looked for ways ...

Having worked with innovation teams from global companies like Visa, Colgate-Palmolive, Kimberly-Clark, Disney, Medtronic and many others, there’s one consistent success factor when it comes to ...

More than half of global executives — 58% — said that customer experience is the number one business priority facing their businesses, according to a recent report published by Harvard Business Review ...

Contact center specialists need empathy to succeed in their roles. Here are some methods of teaching it. Empathy is often cited as the top skill contact center professionals need to succeed. Empathy ...

For Fast Company Executive Board member Gretchen Goffe, it starts with a mindset shift from “what we can’t do” to “what we can do.” The Fast Company Executive Board is a private, fee-based network of ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...