NOVEMBER 11-15, 2019

NOVEMBER 11-15, 2019
Official Conference of the
International Institute of Business Analysis 


Thursday, November 8, 2018

4:30 pm – 5:15 pm | IIBA® Spotlight Session | Room: Grand Oaks J & K

Success through Empathy

Presented by: Kupe Kupersmith


It should not be shocking that a deep understanding of your customer is needed in today’s environment.  One of the core principles at companies we all know, Amazon, Google, Apple, etc. have customer focus at the forefront. Companies around the world feel the pressure to gain customers and keep them part of their ecosystem. Whether you are working in an organization where you are producing products or providing services for an external customer, or for an organization where you support internal customers, like HR, Accounting, Sales, etc., it’s critical to focus on the real customer.

Using Empathy to get to the heart of customer desires is a skill you need.  Empathy goes beyond showing sympathy for our customers. It’s about walking in their shoes and understanding their emotions and needs. In the end, you and your team need to deliver solutions that match the stated and unstated desires of your customers. In this session you will experience how to be more empathetic in your role. 

Key Takeaways:

  • Why Empathy is uber important
  • Empathy skills you can use today
  • Why just asking questions does not do the trick


 Kupe Kupersmith

Kupe Kupersmith, CBAP


Kupe Kupersmith - As the founder of KupeTalks and Atlanta Engagement Director, Market Rate Consulting, Kupe’s main objective is to help you connect, collaborate, and be ready for the future. For the past 20 years Kupe has been helping organizations achieve business value with an improvisational advantage.

Kupe is an author, keynote speaker, coach and a trained improv actor. Some think Broccoli & Cheetos is an odd combination, but you will be delighted with Kupe’s combination of laughter and learning. Kupe is a connector and has a goal in life to meet everyone! So, drop what you’re doing and connect with him on LinkedIn now. Why are you still reading this…connect with Kupe?!

Kupe's 2018 Presentations:

  1. Leveling Up Your Stakeholder Engagement
    Tuesday, November 6, 2018 (1:30 pm – 4:30 pm)
  2. Success through Empathy
    Thursday, November 8, 2018 (4:30 pm – 5:15 pm)

Building Business Capability is the only conference that provides insight into Business Analysis, Business Architecture, Business Process, Business Rules, Business Decisions, and Business Strategy & Transformation toward the pursuit of business excellence.



Event Produced and Organized by Rising Media in association with Business Rule Solutions Copyright © 2010-2018, Rising Media, Inc. All Rights Reserved.

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