TECH BUYER Sep 2020 - IDC Perspective - Doc # AP45983920

Empathy During the COVID-19 Pandemic: Becoming an Empathetic Enterprise in the Next Normal

By: Lawrence CheokSenior Research Manager, Sabrina TamayoProgram Manager, Daniel-Zoe JimenezAssociate Vice President, Digital Transformation (DX), Future Enterprise, and SMB

Abstract

This crisis has accelerated the shift from physical to digital first, exacerbating existing customer experience (CX) challenges and growing the digital divide between leading organizations in CX and others. IDC research shows that organizations showing empathetic traits adapted quickly to challenges brought by the pandemic. In addition, IDC expects that these empathy traits will continue to be even more relevant in the next normal, and organizations must strive to become empathetic organizations.

"During the crisis' peak, organizations displaying customer empathy have adapted quickly. In the next normal, the most empathetic ones will stand to thrive. Therefore, organizations must remain deeply connected, understand their situations, and continue to act in ways that build trust," says Lawrence Cheok, senior research manager, digital commerce and marketing, IDC Asia/Pacific.


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