
“Empathy in Action” offers a modern playbook for delivering customer experience (CX)
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
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.
In the Media
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
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,
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),
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
Natalie a Senior Customer Experience Strategist and Business Consultant at Genesys®. Her 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.
Tony Bates
He swiftly gained the business acumen to advance into trusted executive roles at some of the world’s most respected global SaaS companies.
His career highlights include leading the Service Provider business at Cisco, growing its Enterprise and Commercial division to more than $20 billion in annual revenue. He also served as CEO of Skype, where he was responsible for expanding the business to over 170 million connected users. Once Skype was acquired by Microsoft, Tony became President where he was responsible for unified communications before serving as Executive Vice President of Business Development and Developers.
In addition to his role at Genesys, Tony continues to serve on the board of directors at both VMware and eBay.
Empathy in Action, X, Y and Z are trademarks of Genesys