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June 15, 2022 – Duration: 24:10
June 15, 2022 – Duration: 24:10
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 organizations to transform into customer-centric experience orchestration hubs. In this episode, Dr. Natalie Petouhoff, Senior Strategic Business Consultant Director at Genesys, explains why empathy makes good business sense — and how technology can enable it at scale. The convergence of the cloud, big data and artificial intelligence (AI) powers exponential change in our ability to understand, predict and orchestrate human experiences. Tune in to find out how your organization can begin this critical transformation.
Natalie’s work with hundreds of brands in shifting from outdated paradigms to new frontiers has made her one of the top customer experience experts in the world. With a Ph. D. from UCLA in engineering, she believes we can create technology and organizations focused on bettering humanity by understanding and prioritizing what we are optimizing for and why.
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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
