Why Agile Empathy is the Key to Better Customer Understanding

When the ground shifts under your feet, how well does what you knew about your customers hold true? Is your organization nimble enough to get the answers you need in the timeframe you need it? In this time of the COVID-19 disruptions, in order for organizations to know how they can best support their customers, they need to better understand changing consumer needs and concerns. Customer empathy has been a cornerstone of customer service organizations for years, but it often gets lost in the shuffle among marketing and…