PRESENTER

Michael Brandt is a seasoned CX Strategist with over 25 years in customer-facing roles, specialising in global, multi-cultural environments. A Certified Customer Experience Professional with qualifications in Lean Six Sigma, NPS 2, and Risk Management, Michael is also a guest lecturer at the Zürich University of Applied Sciences. A founder member of the European Customer Experience Organisation, he regularly judges international CX awards and was named a Top 50 Global Thought Leader on Customer Loyalty by Thinkers 360 in 2023. He was also nominated in the Top 25 CX Influencers 2024 by Customer Experience Magazine.

SESSION DESCRIPTION

Empathy plays a key role in effective leadership, particularly in customer experience management. This presentation will explore how empathetic leadership provides a strong foundation for stronger relationships with both customers and employees, enhancing engagement, trust, and satisfaction. By integrating empathy into leadership practices, organizations can significantly improve their CX outcomes, employee well-being, and overall business performance.

By the end of this session, the audience will:- Understand the role of empathy as a core leadership skill in CX management- Learn how empathetic leadership improves customer and employee experiences- Develop strategies to incorporate empathy into day-to-day leadership practices- Identify key moments in the customer and employee journey where empathy is critical- Recognize how empathy-driven leadership contributes to long-term CX success and loyalty