Empathy – If there was one word I heard more than any other at the recent DX Summit in Chicago, it was this one. Not something I expected at, what on the surface, appeared to be a technology conference.
The Digital Experience Summit billed itself as the place to discover the strategies, technologies, and thought leadership that deliver game changing digital experiences. The Digital Experience showcase area included booths and displays from many leading companies with a range of Customer Experience solutions, including OpenText highlighting our Customer Experience Suite.
Why in this technology-driven environment was such an emotional word ‘Empathy’ so prevalent? What do we mean by empathy? The dictionary defines it as the ability to understand and share the feelings of others.
As many of the speakers at the conference pointed out, in order to provide an exceptional customer experience you need to understand your customer, their needs, and the context within which they operate. In short, it doesn’t matter what technology you employ to manage and deliver your customer experience if you don’t also have a degree of empathy – without it you will never fully engage the customer.
Understanding the need for empathy is a definite step in developing a level of Customer Experience Maturity, and it was one aspect, among many, that was discussed in our own conference session on “The Redefined Customer Journey.” We had a great turnout for the session with a standing room only crowd as we presented many of the ideas and concepts covered in some of the previous blog posts around the idea of the Continuous Connected Customer Journey.
As part of the session we also introduced the idea of a Customer Experience Maturity Model, that will be the subject of an upcoming white paper, and were delighted to see many of the session attendees participate in a short interactive questionnaire as part of the exercise.
Thanks to everyone who attended the session, or visited the OpenText booth where we had some great conversations and were energized by the number of companies who are treating the delivery of an exceptional customer experience as a strategic goal.