Tech Talks @ Club St: The Empathy Economy

The Empathy Economy — Why Feeling Understood Is Your Most Valuable Product

Part of The Human Algorithm, a series by Vertis.
About this Event

Most organisations today are investing heavily in automation, efficiency, and AI-driven experiences.
But the experiences people actually remember usually aren’t the most efficient ones.
They’re the moments where they felt understood.
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This session explores what happens when empathy becomes a competitive advantage.
Across healthcare, hospitality, government, retail, and digital services, we’re seeing the same tension emerge. As systems become more optimised, interactions are becoming smoother, but also more anonymous.
So where should automation take over?
And where does human connection matter more than ever?
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This is the third and final session of The Human Algorithm, a three-part Tech Talks series led by Vertis’ creative team.
Following conversations around interfaces and authenticity, this session introduces the idea of Empathy Architecture. A way of thinking about customer experience not through screens and touchpoints, but through emotional peaks and valleys.
We’ll explore:
- Why people remember how experiences felt, not just how efficient they were
- The difference between personalisation and genuine empathy
Where automation creates distance instead of value
- How to identify the moments that should remain deeply human
This is a small, discussion-led session with a mix of designers, strategists, and product teams. Expect a strong point of view, followed by an open conversation.

Agenda

🕑: 05:30 PM - 06:00 PM
Arrival and networking
🕑: 06:00 PM - 06:30 PM
The Empathy Economy — Why Feeling Understood Is Your Most Valuable Product
🕑: 06:30 PM - 06:45 PM
Q&A and Discussion
🕑: 06:45 PM - 08:00 PM
Networking and pizza!