Closing the Empathy Gap with Leander Wandsøe-Isaksen from GetWhy

Empathy is becoming one of the most underrated competitive advantages in business and AI is changing how we access it.In this episode of the Pantrium Podcast, I sit down with Leander Wandsøe-Isaksen, Lead Strategist at GetWhy, to unpack why so many products fail, how businesses misunderstand their customers, and how AI-powered qualitative research can help close the empathy gap - fast.We explore why data alone isn’t enough, how companies fool themselves into thinking they “already know the customer,” and why the future of AI isn’t about better chatbots - but deeper human understanding.In this episode, we cover:- Why 95% of products fail and what empathy has to do with it- Qualitative vs quantitative data: when numbers aren’t enough- How AI can unlock real customer insight in 24 hours- The myths companies tell themselves about customer research- Why emotional drivers matter more than technical features- How to balance AI automation with human connection- What true customer obsession actually looks like in practiceIf you care about customer experience, AI in business, product-market fit, leadership, fintech, or building brands people trust, this episode is for you.00:00 Introduction 02:20 Understanding Empathy in Business04:33 The Role of AI in Customer Research06:09 Challenges in Customer Research17:07 Empathy in the Financial Sector23:27 Implementing Customer Insights Strategically34:13 Final Thoughts and Future PredictionsMusic from #Uppbeat (free for Creators!):https://uppbeat.io/t/night-drift/the-...License code: DCXZVUNGAWM48HT0