Explore the complexities of customer understanding and empathy in business during this 18-minute conference talk from Collision Conference. Delve into the nuances of B2B and B2C relationships, examining whether B2B should adopt more B2C-like approaches. Join Karen Walker of Cisco, Mick McCabe of Publicis, and Steven Bertoni of Forbes as they discuss the role of empathy in customer interactions. Learn about the definition of empathy, understand what constitutes a psychopath, and discover practical examples of empathy in action. Investigate the influence of social media on customer relationships and gain insights on maintaining brand authenticity. Uncover valuable perspectives on the empathy conundrum in modern business practices.