Clare Muscutt talks with Sandra Thompson about the power of Emotional Intelligence & Empathy in CX.

“And all of those things that people perceive when they think that change is happening and they feel fearful, it's a threat, right? It's a threat to their survival. So if you're able to use techniques in emotional intelligence, empathy, positive outlook, adaptability, and all of those great things, then people are more likely to go with you when you want to create the change. So that's one thing which is the relationships within the organisation.“