ABSTRACT
The megatrend of digitalisation has spurred transformation in nearly every business, at least to some extent. This chapter presents a case study from an international company performing preclinical research and development activities for large pharmaceutical companies. As part of its digitalisation strategy, the case company also redesigned its business process through radical acts of empathy, resulting in improved operational performance and employee retention. The engagement of empathy has come to prominence in business management. As businesses consistently struggle with scaling up, cost overruns and customer satisfaction, they are under new pressure to redesign their business processes so that they can grow sustainably in digital times. Although empathic actions are considered the pathway to manage human interfaces, there has been a very limited discussion on the subject of redesigning organisation-wide business operations.
