Building empathy in a quickly changing world

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Presented by

Lija Hogan - Customer Experience Consultant, UserTesting

About this talk

While the majority of organizations (90%) believe themselves to be customer-centric and understand the needs of their customers, studies actually show that only 38% of their customers believe this to be true. This disconnect, known as the empathy gap, continues to widen as more of our experiences shift to digital channels. Understanding people - their needs, goals, preferences, and behaviors - has always been critical to ensuring that businesses create compelling customer experiences. Now, as we start to make progress towards emerging from the COVID19 pandemic, creating a holistic picture that uses quantitative and qualitative data to understand your customers and prospective buyers is even more critical. Join UserTesting’s Customer Experience Consultant, Lija Hogan, as she discusses some of the trends and best practices we are seeing organizations use to build agile and scalable UX strategies that appeal to their customers. In this webinar, you will learn: - How tapping into the authentic customer experience narrative can play a powerful role in understanding your customers - Best practices for driving more scalable and efficient UX research within your organization - Tips for implementing fast customer feedback practices into your everyday workflows to ensure you're delivering exceptional experiences

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UserTesting is a video-first customer experience platform that quickly gives companies a vivid first-person understanding of how their customer behaves throughout any experience and why. Within a few hours, get the human insight you need to deliver exceptional products, services, or brands.