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Empathy in Russia

posted 17 Jun 2011, 06:08 by Jamie Lywood   [ updated 17 Jun 2011, 23:22 ]
At the recent ECEW conference in London I had the pleasure of meeting Nina Gyubbenet (Customer Operations Director from Tele2 Russia).  Tele2 is a mobile phone operator with 30 million subscribers.  2 years ago Nina saw a presentation I did on the correlation between Empathy and profit and began a 2-year journey building empathy into their offerings with great results.  Go to case studies for the results.

Nina says: "Couple of years ago I attended one of the Customer Experience conference. I had quite limited expectations, normally conferences don’t give you much practical information, but this time I was very fortunate to attend Jamie’s speech.  I began to listen to what Jamie was saying and I sat up and understood what was missing in my own organisation.  It was an inspired talk and I was able to take away some key lessons and articulate the messages to my colleagues in such a way so as to launch ‘The Empathy Project’ within TELE2.

I am very proud of what we have achieved to-date with Empathy and it has been transformational.  I recommend everyone to truly hear Jamie’s message and to act on it".

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