Empathy leads the charge. Always. Taking the time to listen and learn your client's needs, their audience's desires, and your coworker's point of view, is everything. When we take the time to understand one another, we move with less friction and speak with authentic voices. My hard skills have been honed over thousands of hours perfecting my craft, but my ability to deliver comes from the simple act of listening fully. In empathy, there is the potential to see things for the first time, a fresh perspective.