EU Think Tank
  • Home
  • Business
  • Leadership
  • Economics
  • Recruitment
  • Innovation
  • Strategy
  • More
    • Customer Experience
    • Managing People
    • Managing Yourself
    • Communication
    • Marketing
    • Organizational Culture
    • Technology
Featured Posts
    • Marketing
    How Marketing Leaders Are Driving Growth in the New Era of Event Planning – SPONSOR CONTENT FROM CVENT
    • June 30, 2022
    • Managing People
    Developing ESG Strategy Is Hard, But Executing It Is Even Harder – SPONSOR CONTENT FROM DAGGERWING GROUP
    • June 30, 2022
    • Organizational Culture
    Are Your Organization’s DEI Efforts Superficial or Structural?
    • June 29, 2022
    • Strategy
    Does Your Strategy Have a Spine?
    • June 29, 2022
    • Managing People
    Supporting Your Team’s Mental Health After a Violent News Event
    • June 29, 2022
Featured Categories
Business
View Posts
Communication
View Posts
Customer Experience
View Posts
Economics
View Posts
Green
View Posts
Health
View Posts
Hiring and Recruitment
View Posts
Innovation
View Posts
Leadership
View Posts
Managing People
View Posts
Managing Yourself
View Posts
Marketing
View Posts
Middle East
View Posts
News
View Posts
Organizational Culture
View Posts
Russia
View Posts
Saudi Arabia
View Posts
Strategy
View Posts
Technology
View Posts
Ukraine
View Posts
Uncategorized
View Posts
EU Think Tank EU Think Tank
7K
9K
4K
1K
EU Think Tank EU Think Tank
  • Home
  • Business
  • Leadership
  • Economics
  • Recruitment
  • Innovation
  • Strategy
  • More
    • Customer Experience
    • Managing People
    • Managing Yourself
    • Communication
    • Marketing
    • Organizational Culture
    • Technology
  • Customer Experience

Empathy as a Cornerstone of Customer Experience Webinar – SPONSORED CONTENT FROM USERTESTING

  • December 8, 2021
  • euthinktank
Total
0
Shares
0
0
0

Empathy as a Cornerstone of Customer Experience Webinar

Featuring Janelle Estes, Chief Insights Officer, UserTesting, and Alex Clemente, Managing Director, Harvard Business Review Analytic Services (HBR-AS)

Companies invest billions of dollars on data and analytics to learn what their consumers want and expect in the customer experience (CX). Despite having access to these resources, most companies still don’t understand their customers as well as they think they do.

A recent survey of 201 executives by HBR-AS found that 72% say they “understand what it feels like to be one of our customers.” However, only 35% of consumers surveyed agree that companies understand them well.

In this HBR-AS video webinar, Alex Clemente shared results from this recent HBR-AS survey about how empathy can enhance the customer experience.

He led a discussion on best practices of market research and areas where businesses can better understand what customers want. With Janelle Estes, chief insights officer of UserTesting, Clemente shared perspectives on HBR-AS’s survey results and discussed:

  • Why many businesses and consumers are unsatisfied with the current CX
  • Benefits and pitfalls of using internet data as a tool in market research
  • How to get better feedback from customers, and how best to observe consumer behavior
  • The importance of adding a human element to the customer experience

Getting more of the organization involved with the CX strategy and its execution is only part of closing the gap in understanding and increasing empathy with consumers; the other part is how companies approach the task. Collecting and analyzing large amounts of digital data about customers may be popular, but it may not be the most effective way to empathize with consumers if companies aren’t making more personalized efforts to understand customers.

Total
0
Shares
Share 0
Tweet 0
Pin it 0
You May Also Like
Read More
  • Customer Experience

For Retailers, a Direct Link from ‘Buy Now, Pay Later’ to the Bottom Line – SPONSOR CONTENT FROM PAYPAL

  • euthinktank
  • June 22, 2022
Read More
  • Customer Experience

What You’re Getting Wrong About Customer Journeys

  • euthinktank
  • June 14, 2022
Read More
  • Customer Experience

Twitch CEO Emmett Shear Says “Still Work to Be Done” to Make Streaming Platforms Safer in Wake of Buffalo Tragedy

  • euthinktank
  • May 20, 2022
Read More
  • Customer Experience

Creating a Patient-Centered Clinical Experience

  • euthinktank
  • May 19, 2022
Read More
  • Customer Experience

Are You Tracking the Customer Service Metrics That Really Count?

  • euthinktank
  • May 11, 2022
Read More
  • Customer Experience

Video Quick Take: HubSpot’s Poorvi Shrivastav on Turning Customer Relationship Management into Magic – SPONSOR CONTENT FROM HUBSPOT

  • euthinktank
  • April 20, 2022
Read More
  • Customer Experience

Do Your Marketing Metrics Show You the Full Picture?

  • euthinktank
  • April 4, 2022
Read More
  • Customer Experience

Video Quick Take: Sitecore’s Steve Tzikakis on Why Experience is Redefining the Future of Business – SPONSOR CONTENT FROM SITECORE

  • euthinktank
  • April 1, 2022

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Featured Posts
  • 1
    How Marketing Leaders Are Driving Growth in the New Era of Event Planning – SPONSOR CONTENT FROM CVENT
    • June 30, 2022
  • 2
    Developing ESG Strategy Is Hard, But Executing It Is Even Harder – SPONSOR CONTENT FROM DAGGERWING GROUP
    • June 30, 2022
  • 3
    Are Your Organization’s DEI Efforts Superficial or Structural?
    • June 29, 2022
  • 4
    Does Your Strategy Have a Spine?
    • June 29, 2022
  • 5
    Supporting Your Team’s Mental Health After a Violent News Event
    • June 29, 2022
Recent Posts
  • Are Former Startup Founders Less Hireable?
    • June 28, 2022
  • Help Your Team (Actually) Work Smarter, Not Harder
    • June 28, 2022
  • Inclusive Workplaces Start with Inclusive Leaders – SPONSOR CONTENT FROM BETTERUP
    • June 28, 2022

Sign Up for Our Newsletters

Subscribe now to our newsletter

EU Think Tank
  • Home
  • Privacy Policy
  • Guest Post
  • Contact

Input your search keywords and press Enter.