Listen to the audio: (length 00:59:22)

    or download here (right-click, save as)

Can your company reap tangible rewards by practicing an empathetic approach to customer relationships? We have all likely heard about the importance of empathy in business and with customers – but many corporate leaders don’t see this mindset as essential to profits.

Join us as we drill deep to determine and begin to measure the concrete rewards available for groups that put themselves in their customers’ place to understand their needs. We’ll explore the ways to get to an empathetic mindset infused into your company culture. Our panelists will begin by defining what empathy means in business, and how it applies to areas including marketing, customer service, information technology, and even product design:

  • Why is empathy important?
  • Is there a way to measure empathy or its rewards?
  • How can you make a business case within your company for the value of fostering an empathetic culture?
  • How does a company put empathy into action in all it does?

 About the Panel

Parrish Arturi

Parrish Arturi is the Senior Vice President, Customer Experience for Fidelity Personal and Workplace Investing (PWI), a unit of Fidelity Investments. He leads the development and execution of the strategy, programs and functions designed to drive customer loyalty and satisfaction across channels, segments and products in pursuit of Fidelity’s vision of delivering the best customer experience in the financial services industry. Prior to this role, Parrish was SVP, Internet and Mobile Channels for PWI. His responsibilities included digital strategy, experience and management of PWI’s online, mobile and desktop channels, including Fidelity’s primary consumer web destinations (, and Parrish and his team were responsible for the delivery and execution against channel sales and service goals, as well as ensuring competitive leadership and differentiation of Fidelity’s consumer Web offerings.

Tim Kieschnick

Tim Kieschnick is the Executive Consultant Marketing & Internet Services at Kaiser Permanente. Tim has spent over 20 years developing, implementing, and evaluating programs that put technology-based tools into the hands of health care consumers and purchasers. He formed the initial vision for Kaiser Permanente’s Internet presence in 1992 and has been a driving force behind My Health Manager, Kaiser Permanente’s industry-leading personal health record.Tim has managed strategy, user experience, web analytics, and product management. His current work focuses on the use of consumer technology for emerging care delivery paradigms. Tim blogs at and tweets @timiti

Emily Yellin, Moderator

Emily Yellin is a journalist, author and consultant. Her most recent book, Your Call Is (Not That) Important to Us -- Customer Service and What It Reveals About Our World and Our Lives, was published by Simon & Schuster. Currently, Emily is a consultant with Peppercomm, a strategic communications firm in New York. She also regularly speaks at conferences and in the news media about customer service, marketing, social media and journalism, and is on the advisory board for Emily was a longtime contributor to The New York Times, and has written for Time, The Washington Post, The International Herald Tribune, Newsweek, Smithsonian Magazine, and other publications. She has lived in New York City, Chicago, Los Angeles, and London, but is currently based in Memphis. Website: Twitter: @eyellin