Chairman, Design Thinking Board
4:05 PM Building the Empathy Skillset: Tools and techniques for facilitation of human-centric research
Empathy drastically effects business outcomes, however creating this skillset organization wide presents a cumbersome task laced with questions on effective learning formats, examples that engage, and best practices. Barriers to entry surround employees, management, and practioners with an education gap on the impact, meaning, and application. Addressing the facilitation of empathy skillsets, Hasan will address:
· Build the foundation of empathy with best practices, tools and techniques
· Identify critical customer interactions and emotions across multi-channels.
· Create insightful stories that empower employees to advocate and take action.