Posts tagged with Empathy

The role of artificial intelligence in customer communications

Artificial Intelligence has been prominent in tech news recently, and was a hot topic at SXSW.

The technology has massive potential for use in customer communication, yet will it ever be able to completely replace the need for a human element?

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Why empathy is a crucial skill for web designers

The ability to empathise is recognised as a crucial soft skill that web designers, writers and managers require. However, empathy needs more than an intellectual understanding.

If you spend anytime at all reading the plethora of articles on designing or running websites, it won’t take you long to encounter the word empathy.

The user centric movement obsesses (rightfully so) about understanding users. We create personas, customer journeys and empathy maps. We run focus groups, user test sessions and emotional response tests.

And yet with all of our techniques and tools, I am not convinced we really ever actually empathise.

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