NEC The SMART Goals Method for Customer Experience Discussion

I’m working on a management discussion question and need support to help me learn.

With smart devices pervading our homes (Hello Alexa) customer interactions are increasingly more and more personalized. Social media increased the voice of the customer exponentially. As such empathy is now considered a sought-after leadership skill.

On page 84, your textbook focuses on Customer Experience Mapping. And then on page 132 refers to the first phase of Design Thinking: empathy. Design Thinking is a methodology that focuses on the human experience. A powerful tool in the Design Thinking portfolio is an empathy map. This is your opportunity to apply this tool.