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Max Summaries: Empathy in Action / by Tony Bates and Dr. Natalie Petouhoff

Max Summaries: Empathy in Action / by Tony Bates and Dr. Natalie Petouhoff

by Dr. Natalie | Aug 31, 2022 | Dr. Natalie's Blog

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...
Use Technology and Empathy to Improve Customer Experience

Use Technology and Empathy to Improve Customer Experience

by Dr. Natalie | Aug 31, 2022 | Dr. Natalie's Blog

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,...
Empathy in Action Empathy in Action – Book Review, an Analyst’s Perspective

Empathy in Action Empathy in Action – Book Review, an Analyst’s Perspective

by Dr. Natalie | Aug 15, 2022 | Dr. Natalie's Blog

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...
Leadership, Empathy, and Transforming the Customer Experience

Leadership, Empathy, and Transforming the Customer Experience

by Dr. Natalie | Aug 15, 2022 | Dr. Natalie's Blog

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...
Understanding How CX Drives Good and Bad Profits

Understanding How CX Drives Good and Bad Profits

by Dr. Natalie | Aug 15, 2022 | Dr. Natalie's Blog

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...
“Empathy in Action”​ offers a modern playbook for delivering customer experience (CX)

“Empathy in Action”​ offers a modern playbook for delivering customer experience (CX)

by Dr. Natalie | Aug 15, 2022 | Dr. Natalie's Blog

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...
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