"Empathy was once considered too soft and squishy for the world of work, but decades of research have shattered that myth. Empathy includes three pieces: sharing others' experiences, trying to understand their version of the world, and caring for their well-being. When people express empathy, they build deeper, more nourishing relationships. When they receive it, their trust, morale, and happiness rise."
"Conny Kalcher is the chief customer officer at Zurich Insurance Group and a global leader in customer experience, with a reputation for embedding empathy into business strategy to drive long-term business success. She is a founding partner of the Net Promoter Score (NPS) and Loyalty Forum, with more than three decades of experience in senior roles at LEGO and consultancy work at Mindfolio."
Decades of research show empathy is effective in the workplace despite prior perceptions of it as too soft. Empathy comprises sharing others' experiences, attempting to understand their version of the world, and caring for their well-being. Expressing empathy builds deeper, more nourishing relationships among people. Receiving empathy increases trust, morale, and happiness. Conny Kalcher serves as chief customer officer at Zurich Insurance Group and leads global customer experience efforts, embedding empathy into business strategy to drive long-term success. She is a founding partner of the Net Promoter Score (NPS) and Loyalty Forum and has over three decades of senior experience including roles at LEGO and consultancy work at Mindfolio.
Read at Harvard Business Review
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