Based on millions of customer interactions and more than a decade of work on the front lines of helping some of the world’s largest brands create true engagement, authors Tony Bates and Dr. Natalie Petouhoff have developed a bold set of criteria so leaders can see their businesses through the lens of the customer and the employee to radically disrupt and grow their businesses.
And what will it take to go beyond the tired declarations that customers or employees are the top priority and actually build a workforce that believes and practices this every day? Rather than offer lip service to these often-misunderstood ideals, this surprising book offers a new take on how to build businesses that no longer compromise the customer and employee relationship and instead make it the top priority.
In the Media
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
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
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
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
Are you ready to deliver personalized experiences at scale? This assessment evaluates your readiness, strengths, and opportunities for improvement. Reach out to Dr. Natalie to learn more !
As a Business Consultant, Natalie helps brands reduce costs and increase revenue by transforming the customer and employee experience. Many companies think she wants them to spend more for empathy to work as a business concept. She’s not advocating pizza parties or creating Kumbaya factories. Dr. Natalie is asking executives to evaluate how and on what, they are spending now.
Empathy in Action means spending less. This is particularly important in this economic climate. And it’s only with a focus on empathy that they will receive the increases in savings and revenue. This is a paradigm that many are puzzled by until they see it in action. Empathy means action; action informed by feedback from the two most important assets in a company — customers and employees.
Natalie’s career spans many years in technology and customer and employee experience, holding positions in and consulting at companies including Salesforce, Hulu, Marriott, General Motors, General Electric, Sony Pictures Entertainment, Weber Shandwick, Forrester Research, PWC Consulting, Hughes Electronics, Pepsi, Verizon, Best Buy, Procter & Gamble, Chevrolet, and Electrolux.
Her Ph.D. in Material Science and Engineering from the University of California and years as a “rocket scientist” provide her with the left-brain skills to strategically analyze how things work and redesign the world for a better future. In her endeavors, Natalie has focused on the interplay between the evolution of technology and who we are as humans. From her early days as an engineer, she remains a true believer in “what is good for employees and customers is ultimately what is also good for companies.”
As a speaker at the paradigm-shifting Singularity University Summit and participant in Abundance360, she’s been captivating executives with her ideas on a brand new business model and the rapid advancement, use, and impact of exponential technologies and how they are reshaping our lives and businesses. Natalie’s current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer experiences, businesses, and humanity forward. She believes we can imbue technology with our hopes and dreams for a future focused on bettering humanity. We just need to understand what we are optimizing for and why. Follow her here on Linkedin
Tony Bates
Tony is the Chairman and Chief Executive Officer of Genesys®. He leads the company’s strategy, direction, and operations in more than 100 countries and oversees a global team of more than 5,000 employees. Tony has decades of experience steering business-to-business and business-to-consumer companies through major market transitions and rapid scaling. A passionate technologist at heart, Tony began his career in network operations and internet infrastructure, teaching himself to code during his daily train commute.
