Qualtrics - how to introduce empathy to your customer experience

You’d be forgiven for thinking that brands with a physical presence will always be trusted more than companies that only offer an online store. Things are now changing.

According to our latest research, 58% of global consumers now trust global brands with a localized online presence equally to those with a physical presence. That’s an incredible opportunity when you think about it – over half of consumers are willing to trust you, if you get your customer experience right.

Globally Speaking is joined by the ‘CX Leader of the Year’, James Scutt -Principal XM Catalyst at Qualtrics XM Institute and recognized as one of Europe's leading Experience Management experts - who offers his unique perspective on how brands can open up global opportunities by simply getting their customer’s experience right, showing empathy and focusing on the human touch.
He also highlights the common CX pitfalls of businesses, giving examples of where they’ve gone wrong and how they’ve won their customers’ trust back.