The Benefits of Combining Data With Empathy

Knowing how to optimize business processes and technology only takes companies so far. Success in volatile environments requires learning how to apply data compassionately in response to new opportunities and risks.

BY RITU AGARWAL AND PETER WEILL

JUST ABOUT EVERYONE has encountered automated telephone response systems and experienced the frustration of having to repeat voice commands multiple times before finally asking to speak to a service representative. It seems that many large companies have become so focused on optimizing their business processes and systems that they have become all too willing to forget about cultivating emotional connections with customers. But as global business environments ...