Who We Are – The Empathy Business

We spend around 50 years of our lives at work — so we’re on a mission to make that time more meaningful, more productive, and more human. One empathy nudge at a time.

We work across organisations, both internally and externally at all levels. That means helping teams build more empathetic cultures and ensuring every customer interaction feels thoughtful and human. We also use AI in smart ways to support more empathetic communication resulting in greater productivity and increased customer satisfaction.

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The first stage of our approach is an Empathy Audit — a powerful diagnostic that helps us pinpoint the empathy gaps that are barriers to growth. From there, we turn insight into action. That might mean rewriting your customer comms, working with your leadership team, or rolling out one of our 12- or 20- week empathy programmes that transforms your customer service to achieve commercial results.

We focus on the three places where empathy makes the biggest difference: how teams communicate, how customers are treated, and how your culture feels from the inside out.

Empathy isn’t soft. And it’s definitely not fluffy. Our approach is grounded in hard data and behavioural science. We’ve built a practical framework called EMBRACE, first launched in the Harvard Business Review, to identify what gets in the way of empathy and fix it.

Empathy is not sympathy. It’s not pity. Empathy means understanding the emotional impact your company has on colleagues and customers — and acting on it.

Our founding principle is you can’t manage what you don’t measure. We measure empathy using our EMBRACE proprietary framework which combines attitudinal, observational and behavioural data.

We overlay behavioural science with empathy and develop empathy nudges for clients that are low cost and high impact.

Our Empathy Programmes in contact centres are structured 12 or 20 week programmes which are proven to increase NPS, FPOC and increase agent sentiment. Our recent Empathy Programme for an energy client has delivered a reduction in complaints of 20.9% delivering a saving of $1.1m and an increase in FPOC of 23%.

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.

We’re not your typical consultancy. We use empathy to drive real results — from stronger performance to healthier, more sustainable cultures. We’re all about what works, and we measure what matters. That means tracking commercial impact across customer service, comms, and culture.

We’ve had the chance to work with some of the world’s biggest brands, helping them turn empathy into a genuine competitive edge. Take a look at our results.

We’re a team of language geeks,culture experts, behavioural economists and AI geeks — all brought together by one belief: empathy isn’t just a nice-to-have, it’s a powerful tool to drive results.

Belinda

Strategy Geek

Erin

Language Geek

Dan

Writer Geek

Caroline

Commercial Geek

Ankur

Design Geek

Julie

Admin Geek

Nafsika

Videographer Geek

Al

Tech Geek

We transform Communications, Culture and Customer Service using AI and Empathy

We’re a team of Empathy Geeks who are experts in language, leadership, culture, tech and AI.

Our Empathy Programme Delivered

Reduction in Complaints

Our Empathy Audits take a precise, targeted approach — so no time, money or resources are wasted.

Our EMBRACE Model

STEP 1

Defining Empathy

STEP 2

Measurement

STEP 3

Empathy In Action

Empathic Training & Call Centres

AI Empathy Index

Our Difference:

Our Team: