Addressing the empathy gap

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<title>Addressing the empathy gap</title>
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<dateIssued>2025</dateIssued>
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<abstract displayLabel="Summary">The report highlights that empathic skills will remain a key differentiator for companies and brands, revealing an empathy gap between consumer expectations and actual experiences across industriesespecially pronounced in the age of generative AI. While large language models (LLMs) are sometimes perceived as more empathic than humans in blind tests, consumers still deeply value genuine human connection. The survey shows that although many find AI tools helpful, chatbots fall short in replicating the authentic emotional sharing that defines true human interaction. As emphasized, AI can understand but not truly feel with a person may complement human empathy, but it cannot replace it</abstract>
<tableOfContents displayLabel="Contents">Foreword by Conny Kalcher -- Foreword by Jamil Zaki Ph.D. -- Executive Summary -- The report -- The empathy gap: a disconnect in business-consumer interaction -- The desire for empathetic interactions is widespread -- The tangible, real-world implications of empathy -- Exposing variances across industries -- Insurance's empathy emergency: an opportunity for industry leaders -- Empathy is a global challenge for companies -- Combatting misperceptions around empathy as a learned skill -- Can AI replace human connection and empathy? -- Conclusion -- A blueprint for addressing the empathy gap</tableOfContents>
<note type="statement of responsibility">Zurich Insurance Group</note>
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<topic>Empatía</topic>
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<topic>Inteligencia artificial generativa</topic>
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<topic>Inteligencia emocional</topic>
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<url displayLabel="electronic resource" usage="primary display">https://www.zurich.com/sustainability/customers/empathy-report</url>
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