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, Marriott, General Motors, General Electric, and many more.

Natalie Petouhoff also holds a PhD in material science and engineering and is a former aerospace engineer. She believes we can imbue technology with our hopes and dreams for a future focused on bettering humanity. Natalie addresses some of the ways this can be operationalized in a book she co-authored, Empathy in Action: How to Deliver Great Customer Experiences at Scale.

During our conversation, we discuss blind spots in leadership, the fifth industrial revolution, and why leaders must put customers and employees at the center of how they make decisions.


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