Overcoming the CX Ex Blind Spot
summary
Claim: making empathy a measurable business strategy — the economics of empathy — improves CX and EX and the numbers prove it. A global program with 15,000 agents across 8 BPOs, 11 countries, 37 sites uses focus groups, masterminds and training (no tech) and achieves a 50% reduction in average handle time, lower attrition, hundreds of millions in cost savings and new revenue. Later pilots combine RPA, predictive and generative models to give employees 15–50% more time and repurpose that time into new products.
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chapters (16)
- 0:00Introduction and empathy
- 2:16Customer and employee blind spots
- 8:18How we got here and blind spots
- 11:07Empathy as business strategy
- 12:33Economics of empathy model
- 15:23Case study food service delivery
- 17:48Empathy versus sympathy
- 21:38Leading with empathy
- 25:35AI and empathy introduction
- 27:03AI adoption and organizational change
- 29:12AI technologies overview
- 33:53AI and empathy case study
- 35:39Prompt engineering basics
- 37:49Next wave of innovation
- 38:31How to begin practicing empathy
- 39:55Q&A session
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