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At the heart of human centered design, which is where a number of businesses are moving into, which has really genuinely put the customer at the heart of the business, you need empathy or to take that competence thing further, you need compassion with the competence and when you do the business results are outstanding.

Peter Dorrington, CEO of Anthrolytics shares how his company is designing systems and training bots to deliver empathy at scale, and also gives practical advice for business owners to deliver compassion oriented service to stakeholders just by using simple verbatims and templates.

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