Our Services


Our 12 week, 20 week and 30 week programmes will increase and accelerate your:

Financial Impact

We correlate high levels of empathy to less attrition, less sickness and high performers in your company.

Emotional Impact

We measure the emotional impact of higher empathy levels on staff and customers and identify empathy deficits and strengths.

Create Transformation

We will implement a series of nudges to create cultural and customer transformation at scale and at speed.

Contact Centre Empathy

Our Contact Centre programme has been designed to deliver commercial results within the contact centre environment using the power of empathy. Our latest programme gained an extra 900 DDs securing £8.5million in revenue over one year. We have worked with the largest energy providers in South Africa, Australia, and the UK. Our programme involves:

Week 1–8

Adding an empathy lens to complaint templates

Week 8–14

Empathy training programme to agents with commercial metrics

Week 14–20

Audit & re-writing of customer letters

AI Empathy Index

Our Empathy Index was first published in the Harvard Business Review in 2015. Now we have developed an AI-powered Empathy Index, a unique approach underscored by our EMBRACE model. The model uses natural language processing techniques such as sentiment analysis and emotion detection, harnessing the power of AI technologies such as ChatGPT and BERT embeddings.