White paper

The business case for empathy

We’re in an experience economy where customer loyalty leaders are best positioned to win in the long term. Building loyalty and trust starts with empathy toward customers and employees.

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Download the report to learn:

What empathy is and why it matters
How organizations can develop actionable systems of empathy
Where organizations are along the path to becoming empathy-centric
The biggest gaps in reaching their goals

Empathy isn’t sympathy; it’s an actionable, measurable approach to putting customers and employees — not profits — first.

Companies worldwide are making positive changes toward becoming empathy-centric across the entire customer and employee experience — and toward measuring their success in this transformation.

A Genesys benchmark study of 450 companies worldwide reveals that businesses are listening to customers and understanding their needs. But progress has been slow in developing the proactivity and responsiveness to show customers they’re really paying attention.

It’s time for change.

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Genesys Cloud CX

Every year, Genesys® orchestrates billions of remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service^®, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.