In this episode of The eCommerce Customer Experience Podcast, Dr. Natalie Petouhoff, Customer Experience of Software Sales, Sales Enablement, and Thought Leadership at Genesys joins Chris Kellner of DigitalGenius to discuss the role of empathy in customer experience and how businesses can leverage technology and human capabilities to improve customer and employee experience.

Dr. Natalie's experience spans over two decades of working in different customer and experience positions at several organizations, including Salesforce, Constellation Research, Weber Shandwick, Forrester Research, Pricewaterhouse Coopers, and Hitachi Consulting.

She was named Top 20 Most Powerful Analysts, ROI of Digital and Social Communications and Media, Top 250 Most Influential Women, and Top 50 Social Media, CRM, Customer Service, Marketing, IoT and Data Analytics, and Customer Experience Professionals.

Dr. Natalie is also an Instructor of Digital Transformation at UCLA Extension, a thought leader, and a best-selling author of Empathy in Action: How to Deliver Great Customer Experiences at Scale and Reinventing Your Contact Center: A Manager's Guide To Successful Multichannel CRM.

Enjoy!

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