Duration: 45 min

Customer Experience

Empathy: the ability to understand and acknowledge someone else’s feelings. Empathy builds rapport, trust, and loyalty. It’s an important skill because customers who feel a company doesn’t understand their needs may take their business elsewhere.

How do you develop and instill empathy as a core skill in your organization? Can employees learn to be empathetic? Can empathy be measured? Automated?

Leading CX thought leader and author, Adrian Swinscoe, and Clarabridge’s Vice President of Strategic Consulting, Koren Stucki, tackle these questions and more.

Watch this webinar to learn:

  • How to develop a strong “empathetic musculature” to build and reward emotional intelligence in the organization
  • Practical tips for evaluating and scoring empathy in every phone or chat conversation
  • How to ensure empathy remains genuine by measuring empathy only when it’s warranted


Featured Speakers:

Adrian Swinscoe
Leading CX Thought Leader & Author

Described as an experimental CX thought leader and visionary, Adrian Swinscoe is a best-selling author, Forbes contributor, speaker, investor, advisor, and aspirant CX Punk.

He has been growing and helping develop customer-focused large and small businesses for over 25 years now.

His clients have included brands such as Sky, NowTV, Apple, ING, KFC, Philips, Cancer Research UK, Talk Talk, Gazprom, Intercontinental Hotel Group, Olympus, Harper Collins, the UK Gov’s Crown Commercial Service, Microsoft, Pearson, and Costa Coffee as well as numerous tech vendors and many smaller and medium-sized businesses.

Adrian is a frequent writer, podcaster, and speaker on all things related to customer service and experience.

He published a best-selling book in 2016 called How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing (Pearson) and recently published an exciting new book: Punk CX.


Koren Stucki
Vice President of Strategic Consulting

Koren Stucki is Vice President, Strategic Consulting at Clarabridge. Koren has extensive experience in service innovation, customer experience, and voice of the customer — having built several organizations and programs as a practitioner in Fortune 100 and start-up businesses, and as a consultant to global companies and non-profit organizations.

Koren has also held leadership positions over customer-centric organizations in Marketing, Product Management, Customer Management, and Consulting.


Watch the Webinar