Empathy is foundational to creating a pleasant customer experience. When organizations have a keen commitment to understanding their customers' experiences and empathizing with them, it increases the ...

Opinions expressed by Entrepreneur contributors are their own. User empathy helps put the customer at the very center of everything a business does, creating better products, memorable brands and ...

Recently, I participated in a panel discussion in which a debate about the validity of customer journey maps ensued. One panelist argued that organizations should not create these maps with the ...

How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe they were robotically reading from a script or seemed more annoyed ...