Empathy stands at the heart of a great customer experience. At The Customer’s Shoes we have made it our business .
But how easy is it to really empathise, to stand in the shoes of the other person and appreciate how they feel?
By leading the Americans in his audience at TEDxPSU step by step through the thought process, sociologist Sam Richards sets an extraordinary challenge: can they understand — not approve of, but understand — the motivations of an Iraqi insurgent? And by extension, can anyone truly understand and empathize with another?
