Empathy engineering is a crucial aspect of software development, bridging the gap between code and customer needs. This approach involves engineers dialling into the needs of their customers, understanding their pain points, and empathizing with them to deliver better products. By setting up conversations that add value for both engineers and customers, engineers can identify areas of complexity and recurring bugs, track customer feedback, and make data-driven decisions to improve the product. Talking to existing customers helps engineers understand how code is being used, while talking to new customers provides an opportunity to explain how they can achieve specific use cases and avoid common issues. By incorporating empathy into engineering, teams can reduce the rate of incoming issues, gather positive and negative feedback, identify non-product feature requests, and prioritize tasks that improve product quality.