Empathy is undervalued and underutilised, this makes customer empathy the most powerful human resource in business today. As the world around us rapidly changes, meaningful connection with customers is diminishing. Instead we are bound to our work through technology, data, scores and business outcomes with our decisions becoming less and less human. As it stands, the way we connect with customers is overdue for radical intervention. Customer empathy enables us to build deeper connection through seeing our customers world differently; how customers think, feel and experience from their perspective. When we switch on customer empathy this enables us to feel what it is like to be a customer; understanding their perspective to develop customer centric decision making that positively impacts customers, employees and the business. Alex shares personal stories, brand case studies and her learn by doing technique using customer empathy nudges, to help audiences step into another persons world, walk in their shoes and switch on customer empathy. Read less