
Empathy in Action Fireside Chat | IDC
This fireside chat between Alan Webber, Program Vice President of Customer Experience, IDC and Tony Bates, CEO and Chairman, Genesys unpacks the importance of empathy
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
This fireside chat between Alan Webber, Program Vice President of Customer Experience, IDC and Tony Bates, CEO and Chairman, Genesys unpacks the importance of empathy
Customer experience (CX) leaders use empathy — putting themselves in their customers’ shoes — to guide everything from CX strategy to journey management to technology selection.
Atticus in To Kill a Mockingbird states, “You never really understand a person until you consider things from their point of view … until you climb
In today’s episode, Ebony Haywood chats with Dr. Natalie Petrouhoff, author of: “Empathy In Action”. Ebony Haywood is a writer, teacher, and energy healer who
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.
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