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