Original Article DCX Podcast #9 Welcome to the DCX podcast, where I interview leaders in the customer experience base about how digital is changing the landscape and how you can leverage these changes for success in your business. Today I'm excited to be talking...

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...

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...

In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer feedback and how...

Empathy is a conscious act. It’s a commitment you make to understand a person in the context of their own life and experiences and then to treat them accordingly. After an empathetic interaction, the recipient feels heard, understood, and respected. But it’s been...

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,...

Original Article by Jon Arnold I’ve been reading an advance copy of Empathy in Action, and while I don’t write book reviews as a matter of course, I view this as a creative form of thought leadership about what customer service needs to look like in 2022. Just to be...

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...

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...

Original Article by Mila D'Antonio My path to a CX career started in 2001 at Peppers & Rogers Group. I joined the company seven years after founders Don Peppers and Martha Rogers PhD envisioned, evangelized, and popularized the concept of one-to-one relationships....

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,...

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...

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...

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...

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...

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...

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...

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.

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...

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...

In today's episode, Ebony Haywood chats with Dr. Natalie Petrouhoff, author of: "Empathy In Action". Ebony Haywood is a writer, teacher, and energy healer who helps people unblock their creative flow and generate solutions for their personal and professional lives....

Original Article published on Lit 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...

Original Article by Omdia The recently published book provides see authors Tony Bates and Dr. Natalie Petouhoff of Genesys provide guidance for delivering empathetic customer experiences at scale and the requirements necessary to shift from a business-centric to a...