Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

How often do you call a customer service hotline and feel like the agent on the other end is on a completely different planet? Maybe they were robotically reading from a script or seemed more annoyed ...

The business leader, Senior Advisor to the President of the United States, and tech billionaire Elon Musk recently claimed that empathy is a weakness in Western Civilisation. This contradicts what I ...