Unlocking the power of personas and empathy maps

March 23, 2021 | 60 minutes

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Did you know that while the majority of companies believe themselves to be customer-centric, studies show only 30% of their customers say the same thing? This disconnect, known as the empathy gap, will widen as more of our experiences shift to digital channels.

Now more than ever, you need to understand your customers so you can build and evolve experiences to meet your customers’ changing needs.

Join CMSWire and UserTesting, along with Lija Hogan, Customer Experience Consultant, to discuss the power of using personas and empathy maps to truly understand your customers in order to deliver the great experiences they expect. In this webinar, you will learn:

  • What personas and empathy maps are and how to best develop them
  • How these two key tools help you quickly understand customer needs
  • Tactical best practices and tips on how to conduct interviews — both moderated and unmoderated — to inform your persona and empathy map creation

Lija Hogan

Customer Experience Consulant

Lauren DeFife

Senior Manager of UX Research