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Customer Experience Insights

Customer Experience Insights

Business

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

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

2022-03-29
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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 39 - The Path Towards Experience as a Service
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Episode 36 - Leveraging AI to Build Customer Empathy
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Episode 35 - Genesys Cloud CX in 2022
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Episode 34 - GigCX is Future-proofing Customer Service
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Episode 33 - The State of Customer Experience and How It’s Shifted Since 2017
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Episode 32 - Is Your Contact Center Inclusive?
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Episode 31 - Why Pointillist Acquisition is a Game Changer
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Episode 30 - Retail CX: Transform Customer Calls through Visual Self-Service
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Episode 29 - Composable CX - Driving Sustainable Differentiation in the Enterprise
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Episode 28 - Rethinking WEM – It’s all about the Employee Experience
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Episode 27 - The Correlation Between Human Values and High-Performing Agents
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Episode 26 - Journey Orchestration: The Challenges and Opportunities of Personalized Customer Engagement
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Episode 25 - How AI Powered Support Improves Customer Engagement and Agent Productivity
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Episode 24- Why Customers Demand Flexibility and Control in a Pricing Model
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Episode 23 - How to Build Trust and Loyalty with Today's Disconnected Consumers
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Episode 22- How Predictive Routing Connects Customers to the Right Agent for the Best Possible Outcome
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Episode 21 - How Design Thinking Puts the "Voice of the Customer" into Action
2021-06-22
Episode 20 - Shifting from Go-to-Market to Go-to-Customer - Genesys' new Ascend Partner Program
2021-06-08
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