Why Empathy?

At NewRocket, we live by five core values: Excellence, Creativity, Integrity, Teamwork, and Empathy (ExCITE). These core values were created and selected by our Crew, not our executive team.


At NewRocket, we live by five core values: Excellence, Creativity, Integrity, Teamwork, and Empathy (ExCITE). These core values were created and selected by our Crew, not our executive team. I firmly believe that as CEO, it's not my job to select values and implement them - it's to let our Crew determine the north stars that will guide us, and then it is my job to uphold them.

Though I embrace and try to live by each one, the last value is the most crucial for me. Empathy gives any organization a strong foundation and often leads to improvements throughout the company.

What Is Empathy?

Empathy is a term that gets used quite often, though many people don't often fully understand its meaning.

Empathy means you're sharing and experiencing someone else's emotions. It comes from the German word Einfühlung meaning "feeling into," and goes beyond mere sympathy. You're putting yourself in someone else's position and trying to understand their feelings.

Empathy consists of three components:

· Affective empathy involves responding to other people's emotions.

· Somatic empathy allows us to feel what another person feels.

· Cognitive empathy offers an understanding of why someone responds to a situation in a certain way.

Why Does Empathy Matter?

Building one of our core values around something that doesn't matter would be silly, but I still hear people wondering if empathy is critical. Absolutely — and here's why:

Workplace Empathy Improves Communication

In a time when we're working with people around the world, you might find things getting lost in translation. Perhaps someone shoots off a terse email without thinking about it or uses confusing language on a call. That simple lapse in communication could become a challenging situation that leads to misunderstandings or hurt feelings.

With empathy, the situation changes. You're taking a moment to understand how the recipient of your words might experience them. With that understanding, you can more easily personalize your communication, adapt to different scenarios, improve collaboration, and be a more decisive leader.

In fact, NewRocket started with user empathy. We sought to understand how people interact with technology and worked toward the best and most effective ways for them to communicate. That empathy has evolved to the thoughtfulness around our workflows and automation — we're always looking to boost the people who will be using the technology.

Workplace Empathy Leads to Better Performance

Some employees are naturally more proactive and willing to speak up to tackle a project. That doesn't mean your other employees aren't capable, so don't freeze them out by only taking feedback or ideas in one format.

Demonstrating empathy allows everyone to contribute. Perhaps you set up regular 1-on-1 meetings with quieter employees who get shy in a group setting to check in on their projects and what they'd be interested in working on. Or you encourage submissions through company surveys and mailboxes on how to improve efficiencies in the office. That type of engagement typically leads to stronger performances across the board.

Workplace Empathy Makes for Loyal Customers

Empathetic leaders make more informed choices that drive organizational success. When you regularly practice workplace empathy, it doesn't just stay within company walls. That behavior carries over to your customer experience, leading to deeper, more impactful interactions. You'll better understand how your customers feel, the improvements they'd like to see, and why they support your business.

Approaching customers with empathy contributes to long-term growth, too. Building personas or conducting research offers a clearer picture because you're coming at these tasks from the customer perspective — paired with their feedback, you'll have a leg up on your competition. Empathetic leaders make more informed choices that drive organizational success.

Every Experience Matters

At NewRocket, our culture is all about experiences. It's not simply lending a sympathetic ear or offering a vague statement of pity. We aim to share in the thoughts, feelings, and journeys of our customers and peers. Without that, it's hard to connect in meaningful ways.

Becoming an empathetic leader doesn't happen overnight. It takes time, training, and a willingness to make mistakes along the way. But it's well worth the effort. You'll discover new results and ways to improve your company while building stronger relationships with employees and customers. That's the type of leader people want to be around.

Connect with Matt on LinkedIn.

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Why Empathy?

At NewRocket, we live by five core values: Excellence, Creativity, Integrity, Teamwork, and Empathy (ExCITE). These core values were created and selected by our Crew, not our executive team.

Knowledge Wrap Video

The event provided a vibrant platform for reconnecting with peers, delving into AI transformation, and driving innovation with purpose. Read on to discover how NewRocket made its mark at Knowledge 2024.

What We Learned

From recent insights gathered, we learned that ServiceNow customers are increasingly receptive to adopting AI solutions and ServiceNow has the tools to embrace that head on. However, there's a gap in AI use-cases for more mature users, highlighting the need for a creative approach to accommodate their business needs.

In navigating AI adoption, organizations are challenged to find the delicate balance between embracing innovation and avoiding dependency on emerging technologies. Advisory consulting and trusted guidance beyond initial queries spark interest, particularly around AI's impact on operations. Read our AI blog series to learn more about our approach.

Excitement around GenAI is apparent, with most users eager to explore its potential benefits and invest in quick wins. Notably, advanced use cases like process mining are gaining traction. Key solution themes include interest in native mobile applications, Employee Center migration, and the urgent need for enhanced data capabilities.

Recognitions and Awards

ServiceNow Americas Employee Workflow Partner of the Year

The ServiceNow Americas Employee Workflow Partner of the Year award celebrates Partners' exceptional efforts in enhancing employee experiences through innovative collaborations and technology solutions. Learn More.

UK Public Sector Partner of the Year Award

The ServiceNow UK Public Sector Partner of the Year underscores  Partners' dedication to driving digital transformation and delivering exceptional outcomes for public sector organizations in the UK.

ServiceNow.org Partnership for Good Grant

The ServiceNow.org Partnership for Good Grant highlights Partners' commitment to leveraging technology for social impact and driving positive change in communities around the world. Learn More.

Top 10 Finalist for ServiceNow Best Employee Portal of the Year

ServiceNow's Best Employee Portal of the Year award recognizing Partners' dedication to creating innovative solutions that empower employees and enhance workplace experiences. Learn More.

NewRocket Booth

At ServiceNow's Knowledge 24 event, we connected with 350+ attendees at our booth, showcasing how NewRocket supports organizations on their ServiceNow journey. AI emerged as a key topic, reflecting the growing interest in its potential across businesses. Our strategic advisory approach, FlightPath, aligns technology with business objectives, drawing on our expertise in customer, employee, technology, and security transformation. Plus, we captivated attendees by transforming them into astronauts using AI. See the photo booth results here!

Workshops and Speaking Sessions

Beyond Personas: Developing Holistic Frameworks to Personalize User Solutions

Industry innovation: Consilio’s Transformation Journey on ServiceNow

Dive Into Prototyping to Accelerate Validation With Design Libraries

Make Better Business Decisions by Integrating Risk and Compliance

Participating in ServiceNow's Knowledge sessions and workshops this year was truly enriching. Interacting with customers and partners provided invaluable insights into the future state of ServiceNow and allowed us to have in-depth discussions on how we can collectively offer better experiences across various facets of the platform. From exploring advanced AI integrations to optimizing workflow processes, the conversations were not only enlightening but also inspiring, fueling our commitment to innovation and excellence in the ServiceNow ecosystem. We can't wait to see you next year!

NewRocket Party

Our poolside event at the Capri restaurant in Las Vegas provided a refreshing break from the conference hustle, allowing us to unwind and connect with friends, colleagues, partners, and customers in the cool open air. As the night progressed, we loved creating unforgettable memories and strengthening our bonds within the ServiceNow community.