June 15, 2022 – Duration: 24:10

S2 Ep. 12 The technology that drives empathy at scale

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 Petouhoff, Ph.D.

Customer and Employee Experience Strategist

Natalie’s work with hundreds of brands in shifting from outdated paradigms to new frontiers has made her one of the top customer experience experts in the world.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.

Interested in listening to more Tech Talks in 20? Be sure to check out our podcast page to hear more customer experience-focused topics in bite-size segments!