Episode 37 - Exploring the book Empathy in Action – Pt. 1

03/29/22 • 25 min

Exploring the book Empathy in Action – Pt. 1: How to Put Empathy Into Action in Your Customer Experience-This is the first in a four-part series highlighting key takeaways from Empathy in Action, a new book by Genesys CEO Tony Bates and Dr. Natalie Petouhoff. In this episode, we interview author and speaker Adrian Swinscoe about his recent article about the book on Forbes.com. Discussion points include building an empathetic musculature, blind spots to avoid, and utilizing advanced technology. Get the book here.

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Episode 36 - Leveraging AI to Build Customer Empathy

Leveraging AI to Build Customer Empathy - and Other CX Trends for 2022 and Beyond - In this podcast, Claire Beatty, Sr. Director, Thought Leadership, Genesys, and Ginger Conlon, Director, Thought Leadership, Genesys, discuss the report: The Top CX Trends for 2022 and Beyond, focusing on Trend 4: Leveraging AI to Build Customer Empathy.

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Episode 38 - Shifting from Business Centric to Customer and Employee Centric

Exploring the book Empathy in Action – Pt. 2: Shifting from Business Centric to Customer and Employee Centric

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 takeaways from chapters 1-5. Discussion points include why putting Empathy into Action is critical today and why you must empower your business to deliver employee-centric experiences and build employee trust. Get the book here.