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State-Bank-of-India: The Role of Empathy in Customer Experience

State-Bank-of-India: The Role of Empathy in Customer Experience

Empathy, as defined in the Oxford Dictionary, is the ability to understand another person’s feelings, experience, etc. Empathy is increasingly being recognized by organizations across the world as an important component of customer centricity. The better an organization understands its clients’ needs, better will be the delivery of its products and services. And to understand its customers’ needs and expectations, organizations will have to step in their shoes or let us say ‘empathize’ with their customers.

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