The Rise of Empathy in CX
Written by Ola and James
As empathy becomes increasingly important, what does this mean for CX?
HOW TO TAKE YOUR CX TO THE NEXT LEVEL
In challenging times, meeting customers needs and standing out in the market has never been as testing. Our CX Index highlights the rising importance of empathy and the increased need for brands to act with their customers in mind.
The importance placed on empathy has significantly grown from pre-COVID levels where it was third place in underpinning CX, to first place at the end of 2023. Being able transform CX based on being in the customers shoes, feeling their challenges and celebrating their wins, will feel friendly, warm, and comfortable. In short, it will foster loyalty and drive growth.
Acting with empathy, involves three things:
Showing compassion
Connecting on a personal level
Being authentic
THE INCREASING IMPORTANCE OF EMPATHY IN CX
Our CX Index is based on insight from over 500,000 consumers and identifies five principles that underpin experience: effort, resolution, personalisation, integrity and empathy. There is commercial advantage in knowing how each principle contributes to CX, as it is the most effective way to inform a growth strategy.
Our CX Index provides insight for 70 plus brands across five sectors. Over time the importance placed on empathy has significantly grown from its pre-COVID level of 15% (3rd Place) to 29% in Q3 2023 (1st place).
The last five years have been full of uncertainty, due to the pandemic and the cost-of-living crisis. In challenging times people shift from a gain to a maintain mindset, and at the heart of this is trust, of which empathy is key. People want CX that demonstrates a brand ‘gets it’ and what ‘it’ means for their day-to-day lives.
For the full report please download.