Talkdesk：2021年为什么员工体验是提供客户同理心的关键报告（英文版）

Peter Dorrington, the co-founder of Anthrolytics, a company that specialises in helping businesses to deliver ‘digital empathy’, believes that the importance of being an empathy-driven business is set to supersede that of being a customer experience-driven business. “Over the last decade or so, customer experience (CX) has been the chosen battleground of business, especially as online purchasing and increased global competition made it more difficult to compete in areas like product features