This fireside chat between Alan Webber, Program Vice President of Customer Experience, IDC and Tony Bates, CEO and Chairman, Genesys

Customer experience (CX) leaders use empathy — putting themselves in their customers’ shoes — to guide everything from CX strategy to

Atticus in To Kill a Mockingbird states, “You never really understand a person until you consider things from their point of

In today’s episode, Ebony Haywood chats with Dr. Natalie Petrouhoff, author of: “Empathy In Action”. Ebony Haywood is a writer,

Original Article published on Lit Hub Hosted by Andrew Keen, Keen On features conversations with some of the world’s leading thinkers

Original Article by Omdia The recently published book provides see authors Tony Bates and Dr. Natalie Petouhoff of Genesys provide

EPISODE SUMMARY: In this episode, Natalie spoke about the need for empathy today and the shift we need to make

EPISODE SUMMARY Dumb chatbots, automated scripts, poor employee interactions, and wasted time frustrate employees and drive away customers. All too

ORIGINAL ARTICLE ON KIRKUS REVIEWS Technology executives call for a new way of doing business that reframes success in terms

Original Article by Arianna Huffington, Founder & CEO at Thrive Global “What would a better, more empathetic reality look like? How would our industries

George Orwell. Now there’s an interesting character. I have always admired him, but not for the reasons you might think.