Organizations tend to treat their customers with a distinct lack of empathy… even though human beings are naturally wired to be empathetic and organizations are entirely made up of human beings. What accounts for this gap?

Watch this short video to learn more about the five inhibitors of organizational empathy: Individual Context, Human Bias, Group Think, Corporate Culture, and Emotional Illiteracy. If you enjoyed the content of this video and would like to learn more, check out our original blog post on this topic.

This video was originally published by Temkin Group prior to its acquisition by Qualtrics in October 2018.