Listen free for 30 days
Listen with offer
-
Empathy in Action
- How to Deliver Great Customer Experiences at Scale
- Narrated by: Jennifer Jill Araya
- Length: 9 hrs and 53 mins
Failed to add items
Add to basket failed.
Add to wishlist failed.
Remove from wishlist failed.
Adding to library failed
Follow podcast failed
Unfollow podcast failed
$0.00 for first 30 days
Buy Now for £14.99
No valid payment method on file.
We are sorry. We are not allowed to sell this product with the selected payment method
Summary
A bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale.
While the world has never needed more empathy than today, too often technology is used by businesses as a substitute and a barrier to real human connection. We’ve all experienced dumb chatbots, automated scripts, and poor employee interactions that dehumanize customer interactions.
That’s because brands have focused on company-centric business strategies, processes, and technology.
However, simply put: No customers, no business. What if, by transforming the old company-centric way of doing business and putting customers and employees front and center, businesses could succeed faster than ever before and not at the expense of their most important assets—the very people who make it possible to be in business?
Empathy is a powerful construct for a better world and a better business. It’s not a synonym for nice. Empathy is about respect and treating people in the context of their unique situation in a highly personalized way.
In this groundbreaking new book, longtime technology leader and current CEO of Genesys, Tony Bates, teams up with researcher and customer experience evangelist, Dr. Natalie Petouhoff, to define a new path forward to put empathy into action.
By using strategies and technologies as the flywheel to orchestrate systems of listening, understanding, and predicting, as well as taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition.
They predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like AI and cloud can enable a more empathetic world.
More from the same
Love Books? You'll Love Audible.
Transform your day
Replace endless scrolling with endless listening. Chores can be fun.
Listen everywhere
You can’t turn pages while you drive—but you can press play.
Carry your entire Library
Your stories go where you go. Audiobooks don’t weigh a thing.
Listen and learn
Discover stories that can change your mind, your well-being, and your life.
Reach your reading goals
Download titles to listen offline, wherever you are in the world.
Find your niche
WIth thousands of titles to explore, there’s something for everyone.