Customer experience is all about understanding your customer's needs, wants, and concerns and then fulfilling those desires. Empathy can help with these decision-making processes if it leads you to understand what makes customers tick. In this [Un]churned conversation, Josh Schachter and Eduarda Camacho, Chief Customer Officer at BMC Software discuss

Role of empathy in customer experience
Personalizing customer experience at the scale
The relationship between customer experience and product experience

“Stop talking about customers as logos, or generic personas; put faces and names [to them], work on the emotional intelligence piece. " - Eduarda Camacho

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