1 minute read
By Amy Curry
Posted in Customer Engagement
This week Paul Greenberg welcomed Verint CMO Celia Fleischaker as his guest on the ZDNet blog to discuss a hot topic: empathy.
Understanding the myriad of challenges facing customers today requires listening. Celia points out that to get to the real truth of our customers’ situations, we have to go beyond traditional feedback methods to fully understand their mindset. According to Celia, “The path to uncovering this truth begins and ends with empathy.”
She says if empathy is key to creative problem solving and developing meaningful connections with customers, then to find our customers’ truths—the emotional intent wavelength threaded into the customer journey—we have to be empathy detectives.
Ready for more clues from Celia? Read more.
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