TECH SUPPLIER Mar 2020 - Conference Proceeding: Tech Supplier - Doc # DR2020_GS4_AW

The Future of Customers and Consumers: Empathetic Enterprise

By: Alan WebberProgram Vice President, Customer Experience


These event proceedings were presented at IDC Directions in March 2020.

Traditionally, company models have focused on products and services building products, designing services, advertising and marketing products, and then waiting for the sales to roll in. That industrialized model of the customer journey is fading into antiquity as customers turn from buying a product or a service to purchasing experiences. How should companies respond to this shift? Brands that want to look and grow beyond personalization should focus next on providing empathy at scale. Empathy at scale, and more precisely cognitive empathy at scale, is the ability to use data, analytics, and intelligence technologies to understand and gain insights into the thoughts, feelings, and needs of a large percentage of the customer population and respond appropriately within the context of those thoughts, feelings, and needs. This session will discuss how organizations move up the ladder from data to information to knowledge. #EmpatheticEnterprise


Subscriptions Covered

Directions 2020: Boston, MA , Directions 2020: Santa Clara, CA , Directions Presentations 2020

Regions Covered

United States

Topics Covered

Customer relationship management applications


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