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If you are not on the edge, you are taking up too much room!

Dr. Natalie at Singularity University’s Global Summit Conference

If you are not on the edge, you are taking up too much room!

4 Key Ways to Stabilize Your Business

Dr. Natalie Petouhouff, joins our host, Diane Helbig, to share 4 key ways to keep and retain employees and customers towards greater growth of business during The Great Reshuffle. Each episode of this podcast provides insights and education around topics that are...

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Can Digital Technology Really Deliver More Human Empathy?

Original Article on Literary Hub Hosted by Andrew Keen, Keen On features conversations with some of the world’s leading thinkers and writers about the economic, political, and technological issues being discussed in the news, right now. In this episode, Andrew is...

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Use Technology and Empathy to Improve Customer Experience

Original Article on Customer Bliss In a recent Linkedin Live conversation, I spoke with Natalie Petouhoff, a senior customer experience strategist and business consultant at Genesys. Her previous experience includes work with brands including Salesforce, Hulu,...

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Leadership, Empathy, and Transforming the Customer Experience

Original Article by Valoir Incorporated Valoir’s State of Digital Transformation study published in Fall 2021 found that the biggest challenges for successful digital transformation were not budgets or resources, but departmental politics and lack of executive...

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Understanding How CX Drives Good and Bad Profits

Original Article by Zeus Kerravala Customer experience (CX) has become the overwhelming top initiative for business leaders. CX is now the top brand differentiator; those that deliver an excellent CX thrive, while those that do not eventually fail. It outweighs the...

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Empathy in Action: A Primer on Effecting Change

Original Article by Jim Tincher Change management is a critical skill when leading company growth and responding to digital disruption. As the processes, policies, technology, and culture needed to drive improved experiences shift, customer experience (CX) must shift,...

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Empathy Is Key To a Great Customer / Employee Experience

Original Article by By Stephen Leaden The term empathy is key to engaging any kind of Customer Experience (CX), Member Experience (MX), Patient Experience (PX), and Employee Experience (EX) in any industry going forward in today's climate. It is about putting yourself...

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Why Listening is a Key to Empathy in Customer Experiences

Original Article by Ginger Conlon “Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical...

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The Technology that Drives Empathy at Scale

Empathy is more than a feeling. It’s a seismic shift in perspective that allows us to understand the experiences of others. For customers and employees, empathy enables satisfying experiences. For businesses, it delivers measurable results. And it’s driving...

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The Path Towards Experience as a Service

This is the third episode in our podcast series highlighting key takeaways from Empathy in Action, the bestselling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. Listen as we interview Lori Bocklund, an influential consultant, and Dr. Natalie about the key...

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Shifting from Business Centric to Customer and Employee Centric

This is episode 2 in a four-part series highlighting key takeaways from Empathy in Action, the new, best-selling book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. In this episode, we interview influential consultant and speaker Robert Harris about his key...

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Exploring the Book Empathy in Action

Exploring the book Empathy in Action – Pt. 1: How to Put Empathy Into Action in Your Customer Experience-This is the first in a four-part series highlighting key takeaways from Empathy in Action, a new book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. In this...

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Empathy in Action Fireside Chat | Omdia

This fireside chat by Mila D'Antonio, Principal Analyst, Omdia and Dr. Natalie Petouhoff, Sr. Strategic Business Consulting Director, Genesys discuss the relevance of highly personalized experiences achieved through the four pillars of empathy to orchestrate...

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Empathy in Action Fireside Chat | IDC

This fireside chat between Alan Webber, Program Vice President of Customer Experience, IDC and Tony Bates, CEO and Chairman, Genesys unpacks the importance of empathy in customer and employee experiences.

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You can measure empathy in CX. Here’s How.

Customer experience (CX) leaders use empathy — putting themselves in their customers’ shoes — to guide everything from CX strategy to journey management to technology selection. Many are also able to measure its impact. This month in the CX Green Room, Natalie...

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Is Customer Empathy All Talk or a Difference Maker?

Atticus in To Kill a Mockingbird states, “You never really understand a person until you consider things from their point of view … until you climb into their skin and walk around in it.” Elvis Presley sang, “Before you abuse, criticize and accuse, walk a mile in my...

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The Biggest Mistake in Modern Business Today

I know that sounds grandiose. But as Tony Bates and I were doing research for our book, Empathy in ActionTM, back in 2019, before empathy became a buzzword, we came to some interesting conclusions. As we started collaborating, our inquiry began with examining why...

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If you are not on the edge, you are taking up too much room!

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