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 Consultant

Lija Hogan is the Customer Experience Consultant at UserTesting. She previously grew and led the UX research team at ForeSee, where she was able help customers leverage behavioral and attitudinal analytics alongside qualitative insights to help tell compelling stories about customer experiences across a wide variety of industries. She has been a passionate UX research educator for 7 years at the University of Michigan, because she loves introducing those new to the profession to our ever- evolving language and methods. She enjoys working from home, surrounded by library that is slowly taking over her house, a kitchen that supports her aspirationally semi-pro cooking obsession, and in her off time, ferrying her daughter to extracurriculars.

Sed ac purus sit amet nisl tincidunt tincidunt vel at dolor. In ullamcorper nisi risus, quis fringilla nibh mattis ac. Mauris interdum interdum eros, eget tempus lectus aliquet at. Suspendisse convallis suscipit odio, ut varius enim lacinia in. Lorem ipsum dolor sit amet, consectetur adipiscing elit.

Watch Now