April 16 - 18, 2019
JW Marriott Austin, Austin, FL

Lisanne Norman


Director of Design Thinking
Visa

Agenda Day 2

Wednesday, April 17th, 2019


4:05 PM The ROI of Customer Empathy

Because empathy is a soft skill, it can be difficult to measure its impact in terms of tangible outcomes. Therefore, in organizations that are typically more rigid, analytical, and risk adverse, there can be a need to prove the value of empathy in ways that resonate, especially when other factors such as safety or cost savings are considered more important. Let’s look at ways to measure and elevate the importance of effective ROE, the Return-on-Empathy.
 

Check out the incredible speaker line-up to see who will be joining Lisanne.

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