Empathy | Customer Experience Matters

Posts about Empathy written by Bruce Temkin

It’s time to identify key customer experience trends for next year. We did a pretty good job of identifying 13 CX trends for 2013 and many of those trends will continue on into 2014, so they remain on this year’s list. We expect CX to gain even more momentum next year as 2014 brings us deeper into what Temkin Group has labeled the Era of CX Professionalism.


we believe that 2014 will be
 The Year of Empathy


Based on what we see emerging in CX, we believe that 2014 will be The Year of Empathy, which is the 14th trend. Here are 14 CX trends to watch for in 2014, followed by some advice for each item:


Other Articles

  • Martin Luther King Teaches CX + Empathy
  • Join Me in Making 2014 the Year of Empathy
  • 14 Customer Experience Trends for 2014 (The Year of Empathy)
  • A&W Canada Sparks Customer Empathy With Real-Time Feedback
  • PCxD Principle #2: Guide with Empathy
  • Principle #2: Guide with Empathy