About Us

Laser Focus World is an industry bedrock—first published in 1965 and still going strong. We publish original articles about cutting-edge advances in lasers, optics, photonics, sensors, and quantum technologies, as well as test and measurement, and the shift currently underway to usher in the photonic integrated circuits, optical interconnects, and copackaged electronics and photonics to deliver the speed and efficiency essential for data centers of the future.

Our 80,000 qualified print subscribers—and 130,000 12-month engaged online audience—trust us to dive in and provide original journalism you won’t find elsewhere covering key emerging areas such as laser-driven inertial confinement fusion, lasers in space, integrated photonics, chipscale lasers, LiDAR, metasurfaces, high-energy laser weaponry, photonic crystals, and quantum computing/sensors/communications. We cover the innovations driving these markets.

Laser Focus World is part of Endeavor Business Media, a division of EndeavorB2B.

Laser Focus World Membership

Never miss any articles, videos, podcasts, or webinars by signing up for membership access to Laser Focus World online. You can manage your preferences all in one place—and provide our editorial team with your valued feedback.

Magazine Subscription

Can you subscribe to receive our print issue for free? Yes, you sure can!

Newsletter Subscription

A Laser Focus World newsletter subscription is free to qualified professionals:

The Daily Beam

Showcases the newest content from Laser Focus World, including photonics- and optics-based applications, components, research, and trends. (Daily)

Product Watch

The latest in products within the photonics industry. (9x per year)

Bio & Life Sciences Product Watch

The latest in products within the biophotonics industry. (4x per year)

Laser Processing Product Watch

The latest in products within the laser processing industry. (3x per year)

Get Published!

If you’d like to write an article for us, reach out with a short pitch to Sally Cole Johnson: [email protected]. We love to hear from you.

Photonics Hot List

Laser Focus World produces a video newscast that gives a peek into what’s happening in the world of photonics.

Following the Photons: A Photonics Podcast

Following the Photons: A Photonics Podcast dives deep into the fascinating world of photonics. Our weekly episodes feature interviews and discussions with industry and research experts, providing valuable perspectives on the issues, technologies, and trends shaping the photonics community.

Social Media

Bluesky • Facebook • Instagram • LinkedIn • YouTube

Meet the Laser Focus World Team

Editorial

Sales

Editorial Advisory Board

  • Professor Andrea M. Armani, University of Southern California
  • Ruti Ben-Shlomi, Ph.D., LightSolver
  • James Butler, Ph.D., Hamamatsu
  • Natalie Fardian-Melamed, Ph.D., Columbia University
  • Justin Sigley, Ph.D., AmeriCOM
  • Professor Birgit Stiller, Max Planck Institute for the Science of Light, and Leibniz University of Hannover
  • Professor Stephen Sweeney, University of Glasgow
  • Mohan Wang, Ph.D., University of Oxford
  • Professor Xuchen Wang, Harbin Engineering University
  • Professor Stefan Witte, Delft University of Technology
My Watchlist
Indicators
Industrial Laser Index
Markets
Stocks
ETFs
Tools
Markets:
Overview
News
Currencies
International
Treasuries

UserTesting and FORTUNE Brand Studio Survey 200 Global CEOs to Understand the Role Customer Empathy Plays in Overall Business Success

By: via Business Wire

Seventy-nine percent of CEOs state customer empathy fuels financial performance

UserTesting (NYSE: USER), a leader in video-based human insight, today released the findings of a survey, in partnership with the FORTUNE Brand Studio, titled The ROI of Customer Empathy. The survey looks at the role CEOs play in building a culture of customer understanding and the impact customer empathy has on driving innovation, digital transformation, financial performance, and ultimately business success.

In a business world where customer sentiment and loyalties can shift overnight, the C-suite has quickly realized that getting customers to stay long-term with their companies now requires an authentic demonstration of customer empathy. Today’s CEOs are realizing that being empathetic to their customers is now a key to their organization’s success.

The ROI of Customer Empathy survey revealed several key trends including:

CEOs agree that attention must be paid to customer empathy

  • A key takeaway noted that CEOs recognize the impact that empathy has on the customer experience (CX) with just over half (55 percent) stating acknowledging that high-quality in-person experiences are the top priority for them as leaders. Although priorities across industries differ, the research shows there is a clear recognition that securing strong personal relationships and supporting empathetic interactions are top of mind for business leaders. The CEOs surveyed acknowledged that accountability starts at the top. Forty percent indicated that they are personally responsible for ensuring that customer understanding underlies the entire process, everything from designing products, through taking them to market, to building great experiences. Additionally, 90 percent understand that they will need to make better use of empathy to interpret customer information and drive customer-facing processes.

Designing better products and experiences takes deep customer understanding

  • The survey found that CEOs consider customer understanding to be critical for teams involved in marketing/brand-building (38%), operations/production and design/prototyping (38%), and product ideation (26%). To win new consumers and maintain existing customers, organizations need a deep understanding of customer needs, expectations, and feelings. Leaders keenly attuned to the customer journey can glean more than just transactional material from the information they gain from tracking that journey; they can use it to design more successful products and services.

Direct interaction is the best way to gain customer insights

  • The level of a company’s CX maturity was shown to have a direct impact when it comes to selecting the most important means of helping employees demonstrate customer empathy. The research found that CEOs with mature CX organizations think beyond data capture and more frequently turn to technologies for sharing customer information and insights across the organization. The CEOs surveyed ranked direct interaction with customers as most important overall at 45 percent, followed by customer feedback reports and market research reports, tied at 35 percent.

“The research reflects what we see every day with our customers. Empathy is having a greater and greater impact on overall business outcomes,” said Andy MacMillan, CEO of UserTesting. “CEOs must lead the effort to make sure every employee has access to the human insights they need to truly understand their customers. As we see from the findings of this report, CEOs need to be the stewards of customer empathy and foster a company culture ingrained in customer feedback.”

To access The ROI of Customer Empathy report, click here.

Methodology

FORTUNE Brand Studio and UserTesting conducted an online survey of 200 CEOs in October 2021. All respondents were located in North America, Europe, and the Asia-Pacific region. Of these, 60% were CEOs of small-and medium-sized companies (up to 250 employees and 251 to 1,000 employees, respectively), and 40% led large enterprises with more than 1,000 employees.

About UserTesting

UserTesting (NYSE: USER) has fundamentally changed the way organizations get insights from customers with fast, opt-in feedback and experience capture technology. The UserTesting Human Insight Platform taps into our global network of real people and generates video-based recorded experiences, so anyone in an organization can directly ask questions, hear what users say, see what they mean, and understand what it’s actually like to be a customer. Unlike approaches that track user behavior then try to infer what that behavior means, UserTesting reduces guesswork and brings customer experience data to life with human insight. UserTesting has more than 2,300 customers, including more than half of the world’s top 100 most valuable brands according to Forbes. UserTesting is headquartered in San Francisco, California. To learn more, visit www.usertesting.com.

Contacts

More News

View More
PayPal Stock: Why Wall Street May Be Undervaluing This Giant
Via MarketBeat
Topics Economy
Tickers PYPL
Why Vertical Aerospace Could Lead the eVTOL Market by 2028
Via MarketBeat
Tickers EVTL VTOL
Is Draganfly's Army Partnership a Game-Changer for Investors?
Via MarketBeat
Tickers DPRO
3 Auto Stocks to Watch as EV and Hybrid Demand Shifts
Via MarketBeat
Topics Economy Stocks World Trade
Tickers F GM TSLA
4 Stocks Set to Benefit From the PDT Rule Change
Via MarketBeat
Topics Regulatory Compliance
Tickers HOOD IBKR SCHW TSLA
Stock Quote API & Stock News API supplied by www.cloudquote.io
Quotes delayed at least 20 minutes.
By accessing this page, you agree to the following
Privacy Policy and Terms Of Service.