Empathy in Action

How to Deliver Great Customer Experiences at Scale

De: Tony Bates, Dr. Natalie Petouhoff

Narrado por: Jennifer Jill Araya

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.

©2022 Ideapress Publishing (P)2023 Ideapress Publishing

Empathy in theory - a view from the ivory tower

I expected something useful about how to actually increase understanding customer needs and wants to result in deeper empathy leading to products and marketing communication based on deeper empathy. After all, that's what the title promises.. "in action". But this is more of an academic dissertation than a useful manual.

It never stops selling why empathy is so important and never starts telling you how to do it. It sounds like something written by corporate types who get hired to lord over a workforce but never actually meet customers. Which makes sense in retrospect because as I found out, it WAS written by those types. There was nothing in this book that you could apply when facing a customer - everything was about what you can theorize about or hold offsite retreats about how to write mission statements and teach the next level of the hierarchy to preach to the peasants who will face the customer.

Fastest return in my 10 year Audible history. If you are an SMB, don't bother, nothing to see here.