Gartner Research

CRM Applications Will Fail Without Consideration of Customer Empathy

Published: 22 August 2016

ID: G00313333

Analyst(s): Michael Maoz


Empathy for the customer is essential for business success. Applications leaders for CRM should remember that game-changing technologies such as artificial intelligence and smart machines will not provide long-term business advantage unless customer empathy is a key design consideration.

Table Of Contents
  • Key Challenges



  • Highlight the Potential Impact of Empathy on Existing Business Models and Obtain Support From Executive Leadership to Make Systems Empathetic
  • Focus Technology and Process Investment on Empathetic Improvement
  • Tap Into Existing Voice of the Customer Initiatives to Drive Technology and Process Improvement

Case Study

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