Why Empathy Became My Life’s Work

In 2019, a single question changed the direction of my work and, in many ways, my life. During a conversation with a business coach about my leadership style, she asked whether what I described as instinct might actually be empathy. At the time, I did not believe that could be true. But the exploration that followed led me to uncover what I now describe as the Empathy Deficit, and once I saw the data behind it, there was no turning back.

I began to see clear evidence of what happens when empathy is low. Disengagement increases. Motivation declines. Mental health suffers. In extreme cases, the consequences are devastating. Once I understood the scale of the impact and the role empathetic leadership and listening play in reversing it, I felt a deep responsibility to be part of the solution. That is when I began writing, teaching, and advocating for empathy in teams, workplaces, and wider society.

My career has taken me across continents and cultures, from advertising agencies in London to leadership roles across the Middle East and far beyond. Across almost twenty five markets, one pattern has remained constant. The more I listened, the more I learned, and the more trust I was able to build. Listening has always been my greatest strength. People have fascinated me, particularly those whose experiences, cultures, and perspectives were different from my own. When people feel heard, they reach their potential more quickly and more sustainably, and when I saw this play out again and again, I realised empathy was not a soft skill at all. It was a leadership superpower.

I am often asked whether the Empathy Deficit can really be reversed in a world that feels increasingly driven by profit and pressure. I genuinely believe it can. Empathy and performance are not in opposition. In fact, the data shows the opposite. Organisations with higher levels of empathy consistently outperform those without it, showing higher profitability, stronger loyalty, and greater innovation. Reconnecting our workplaces through understanding is not about sacrificing success. It is about balancing humanism and capitalism in a way that allows both people and performance to thrive.

There is a common belief that empathy requires vulnerability, particularly in leadership. I see this differently. Empathy is a skill set and a data set. Listening to understand, seeing perspective, and recognising value does not make a leader vulnerable. It makes them effective. There is nothing fragile about using insight and understanding to drive sustained success.

In a world filled with distraction, speed, and constant stimulation, cultivating empathy requires intention. For me, it begins with slowing down. If we never pause, we never reflect on what we truly need, or what others are experiencing. Self empathy is foundational. When we understand ourselves better, we are far better equipped to understand those around us. 

Empathy also matters far beyond the workplace. That belief is what led me to create a programme for primary school children called Do You See Empathy? The course helps children recognise perspective, understand others, and imagine how different experiences might feel. The data around empathy education is compelling. Schools that integrate empathy see significant reductions in bullying and exclusion, alongside increases in pro social behaviour and positive relationships. That curriculum is now freely available to public and social schools, because empathy should never be a privilege.

My background in advertising taught me the power of storytelling, and I still believe stories are one of the most effective tools leaders have. Stories help people understand context, build trust, and connect emotionally to ideas and decisions. When people can follow the story, they are far more likely to follow the leader.

One of the most surprising lessons I have learned recently is that sustained success rarely comes from comfort. Becoming an entrepreneur taught me that growth requires courage. Being bold, stepping beyond what feels familiar, and embracing challenge have been essential to my empathy journey. Progress demands bravery.

When organisations ask me where to start with empathy, my answer is always the same. Begin with listening. Active listening is the foundation of all meaningful engagement. Without it, surveys, policies, and initiatives lack relevance. One simple question has the power to change everything: am I listening to understand, or simply listening to reply?

My vision for the future is simple. I would like to see us slow the loneliness epidemic in our lifetime. The gaps between us often show up as fear, aggression, or division, and empathy is how we close them. Empathy is a choice. We choose whether to listen, whether to make eye contact, whether to ask a question and wait for the answer. These moments matter more than we realise.

Next time you are ordering a coffee, pause. Look up. Ask the person in front of you how they are, and mean it. You may never know what that moment does for them, but you can be sure it will not be wasted. This is the world I believe is possible, and the one I am committed to building.

Check out other article: 

How Empathy Shapes Brand Loyalty & Transforms Employee Engagement

About Mimi Nicklin:

Mimi Nicklin is a bestselling author and the founder of Empathy Everywhere. As the world’s leading voice on Listening-Led Leadership, she has reached over 4M+ people by reframing empathy as a neuro-driven "hard skill" for the AI era. On a mission to reconnect one million professionals by 2028, Mimi works with global organizations to turn human connection into a measurable competitive advantage.

Connect: Email to Mimi | www.empathyeverywhere.co