Developing and Deploying Digital Empathy

"Digital empathy is the ability to humanize customer behaviors, preferences, and aspirations through the connection between human-centered data, insights, and the meaningful customer engagement powered by those insights." - Brian Solis, Forbes Contributor Despite the fact that AI and automation seem to dominate business discussions, we haven't stopped talking about relationships and soft skills. As the work environment and working conditions become increasingly digital, what sort of role does that carve out for empathy?  While sympathy politely expresses appropriate concern, empathy feels with you. It is a shared experience, allowing emotions to become 'contagious' in a way. That may be a natural response in our personal lives, but what does empathy look like in the context of digital innovation and disruption?  In this episode of Art of Supply, Kelly Barner considers empathy in the digital world: Why digital empathy may be the missing ingredient in a leading customer experience  Embedding empathetic practices and success factors into digital transformation journeys How empathy and human connections - when leveraged right - can serve as a source of unbeatable competitive advantage. Links: Kelly Barner on LinkedIn Art of Supply LinkedIn newsletter  Art of Supply on AOP Subscribe to This Week in Procurement