Empathy In Action
eBook - ePub

Empathy In Action

How to Deliver Great Customer Experiences at Scale

  1. English
  2. ePUB (mobile friendly)
  3. Available on iOS & Android
eBook - ePub

Empathy In Action

How to Deliver Great Customer Experiences at Scale

About this book

A bold new look at how technology can become a force multiplier to delivermoreempathy 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 dehumanizes 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 forabetter 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 ofGenesys, Tony Bates teams up with researcher and customer experience evangelist, Dr. NataliePetouhoffto 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 actionand learning from those interactionsat 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.

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Yes, you can access Empathy In Action by Tony Bates,Natalie Petouhoff in PDF and/or ePUB format, as well as other popular books in Business & Customer Relations. We have over one million books available in our catalogue for you to explore.

Information

Publisher
Ideapress Publishing
Year
2021
Print ISBN
9781264258789
eBook ISBN
9781646870882
Topic
Business
Subtopic
Customer Relations
Index
Business

Table of contents

  1. Cover
  2. Advance Praise
  3. Title Page
  4. Copyright Page
  5. Dedication
  6. Contents
  7. Introduction: Starting an Industry Conversation: How Technology Enables a More Empathetic World
  8. Chapter One: Technology: Evolution, Experiences, and Empathy
  9. Chapter Two: The Fifth Industrial Revolution: Personalization
  10. Chapter Three: History Foreshadows CX Problems
  11. Chapter Four: The Business Case for CX/EX
  12. Chapter Five: The Tech We Use Matters: From Linear to Exponential Technologies
  13. Chapter Six: Experiences Drive Good and Bad Profits
  14. Chapter Seven: Improving Employee Experiences
  15. Chapter Eight: Experiences as a Service: The Great Differentiator
  16. Chapter Nine: Experiences as a Service for Customers and Employees
  17. Chapter Ten: Reimagining the Future of Work
  18. Chapter Eleven: Leading Change: It’s Not Business As Usual
  19. Chapter Twelve: The Empathy Transformation
  20. Closing Remarks: Igniting a Customer and Employee Respect Movement
  21. About the Authors
  22. Acknowledgments
  23. Endnotes
  24. Index