Empathy plays a key role in effective leadership, particularly in customer experience management. This presentation will explore how empathetic leadership provides a strong foundation for stronger relationships with both customers and employees, enhancing engagement, trust, and satisfaction. By integrating empathy into leadership practices, organizations can significantly improve their CX outcomes, employee well-being, and overall business performance.

By the end of this session, the audience will:
- Understand the role of empathy as a core leadership skill in CX management
- Learn how empathetic leadership improves customer and employee experiences
- Develop strategies to incorporate empathy into day-to-day leadership practices
- Identify key moments in the customer and employee journey where empathy is critical
- Recognize how empathy-driven leadership contributes to long-term CX success and loyalty

Michael Brandt

Michael Brandt CX-Excellence
Founder/Consultant/Educator
(Switzerland)

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