Customer experience (CX) leaders use empathy — putting themselves in their customers’ shoes — to guide everything from CX strategy to journey management to technology selection. Many are also able to measure its impact. This month in the CX Green Room, Natalie Petouhoff, Ph.D. joins co-hosts Claire Beatty and Ginger Conlon to discuss how to rethink CX measures to show how delivering empathetic customer and employee experiences improves business outcomes.
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