Empathy During the COVID-19 Pandemic: Becoming an Empathetic Enterprise in the Next Normal

Empathy During the COVID-19 Pandemic: Becoming an Empathetic Enterprise in the Next Normal

  • September 2020 •
  • 11 pages •
  • Report ID: 5973221 •
  • Format: PDF
This crisis has accelerated the shift from physical to digital first, exacerbating existing customer experience (CX) challenges and growing the digital divide between leading organizations in CX and others. IDC research shows that organizations showing empathetic traits adapted quickly to challenges brought by the pandemic. In addition, IDC expects that these empathy traits will continue to be even more relevant in the next normal, and organizations must strive to become empathetic organizations."During the crisis' peak, organizations displaying customer empathy have adapted quickly. In the next normal, the most empathetic ones will stand to thrive. Therefore, organizations must remain deeply connected, understand their situations, and continue to act in ways that build trust," says Lawrence Cheok, senior research manager, digital commerce and marketing, IDC Asia/Pacific.