Natalie Petouhoff's guest appearances

Natalie Petouhoff

Case Interview Preparation & Management Consulting | Strategy | Critical Thinking

The Strategy Skills Podcast: Strategy | Leadership | Critical Thinking | Problem-Solving

WizardCast

CallTalk™ Radio

Amazing Business Radio

ITSPmagazine

Voices Of Courage

Keen On

No BS Spiritual Book Club Meets... The 10 Best Spiritual Books

Customer Experience Goals with the CX Goalkeeper

No BS Spiritual Book Club

Josh Linkner

Simon Mainwaring

Sabrina Horn

Adam Levin

Susan MacKenty Brady

Jeff Rosenblum

Rob Markey

John A. List

Amanda Lotz

Geoffrey Cain

David Siegel

Rob Lachenauer

Shir Nir

Jon Picoult

Kay Formanek

OwlTail

Is Empathy the Next Frontier in Business? Find out as guest Dr. Natalie Petouhoff explores the depth of how empathy changes organizations on the Voices of Courage Show with Ken D Foster.  #voicesofcourage #kendfoster #NataliePetouhoff #business #empathy #empathyinaction    See the full podcast video: https://youtu.be/RaXE4gvOsWM

Is Empathy the Next Frontier in Business? Find out as guest Dr. Natalie Petouhoff explores the depth of how empathy changes organizations on the Voices of Courage Show with Ken D Foster.  #voicesofcourage #kendfoster #NataliePetouhoff #business #empathy #empathyinaction  See the full podcast video: <a href="https://youtu.be/RaXE4gvOsWM" rel="nofollow" target="_blank">https://youtu.be/RaXE4gvOsWM</a>

VOC 271 | The Courage to Put Empathy into Action | Dr. Natalie Petouhoff | Ken D Foster

The CX Goalkeeper had the great opportunity to interview Dr. Natalie Petouhoff LinkedIn Headline: WSJ Best Selling Author, Speaker, Board Member, Expert In Residence, Strategist in AI, CX and EXHighlights:00:00 Game Start00:58 Natalie's introduction and values04:17 Definition of Empathy08:28 Empathy in Action equation14:07 5th Industrial Revolution18:26 Customers and Employees are not on the balance sheet21:27 Applying Empathy In Action23:52 Getting a Common Understanding29:08 Where to start31:20 Measuring progress34:42 The Future Question36:51 Contact Details37:59 Natalie's Golden Nuggetand much more on https://www.cxgoalkeeper.com/NataliePetouhoffNatalie's book - Empathy In Action - is available on Amazon https://www.amazon.com/gp/product/1646870433/Natalie's Contact Details:https://www.drnatalienews.com/https://www.linkedin.com/in/drnataliepetouhoff/ABOUT ME:https://www.cxgoalkeeper.comSUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee https://www.buymeacoffee.com/cxgoalkeeperSPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership  

The CX Goalkeeper had the great opportunity to interview Dr. Natalie Petouhoff LinkedIn Headline: WSJ Best Selling Author, Speaker, Board Member, Expert In Residence, Strategist in AI, CX and EXHighlights:00:00 Game Start00:58 Natalie's introduction and values04:17 Definition of Empathy08:28 Empathy in Action equation14:07 5th Industrial Revolution18:26 Customers and Employees are not on the balance sheet21:27 Applying Empathy In Action23:52 Getting a Common Understanding29:08 Where to start31:20 Measuring progress34:42 The Future Question36:51 Contact Details37:59 Natalie's Golden Nuggetand much more on <a href="https://www.cxgoalkeeper.com/NataliePetouhoff" rel="nofollow" target="_blank">https://www.cxgoalkeeper.com/NataliePetouhoff</a>Natalie's book - Empathy In Action - is available on Amazon <a href="https://www.amazon.com/gp/product/1646870433/" rel="nofollow" target="_blank">https://www.amazon.com/gp/product/1646870433/</a>Natalie's Contact Details:<a href="https://www.drnatalienews.com/" rel="nofollow" target="_blank">https://www.drnatalienews.com/</a><a href="https://www.linkedin.com/in/drnataliepetouhoff/" rel="nofollow" target="_blank">https://www.linkedin.com/in/drnataliepetouhoff/</a>ABOUT ME:<a href="https://www.cxgoalkeeper.com" rel="nofollow" target="_blank">https://www.cxgoalkeeper.com</a>SUPPORT:Do you like my podcast? Support this podcast with Buy Me A Coffee <a href="https://www.buymeacoffee.com/cxgoalkeeper" rel="nofollow" target="_blank">https://www.buymeacoffee.com/cxgoalkeeper</a>SPONSORING:Interested in sponsoring the The CX Goalkeeper podcast? Please DM me on LinkedIn#cxgoalkeeper #customerexperience #podcast #leadership

Discussing Empathy in Action with Dr. Natalie Petouhoff

Face to Face with Dr. Natalie PetouhoffLive on OMTimes Radio Thursday, August 11, 2022 at 10:30 PST / 1:30 PM ESTWatch the Livestream on the No BS Spiritual Book Club on Facebook, OMTimes Radio &amp; TV Facebook, or OMTimesTV YoutubeThis week on the No BS Spiritual Book Club’s live streaming Face to Face With… Innovator, thought-provoker, inventor, change agent, and author Dr. Natalie Petouhoff.People tend to separate business from spirituality, as if anything to do with commerce is too far removed from the kinds of principles and philosophies that go hand in hand with ‘spirituality’. But as we’re now beginning to see, spirituality really must be going mainstream (as well it should) when you see corporations and business leaders incorporating the kinds of values more espoused by sages and wisdom keepers into their corporate cultures.DR. NATALIE PETOUHOFF is an innovator, thought-provoker, inventor, change agent, and empathy ambassador who has worked and consulted with some of the biggest names in the corporate arena. And she is the co-author of the Wall Street Journal Business Best-selling book Empathy in Action: How to Deliver Great Customer Experience at Scale. And seeing Don Miguel Ruiz’s The Four Agreements at the top of her list brings a big smile to my face.You can post your comments and questions live in the chat stream https://www.facebook.com/groups/nobsspiritualbookclubVisit the NO BS Spiritual Book Club Page https://omtimes.com/iom/shows/the-no-bs-spiritual-book-club/Join the No BS Spiritual Book Club mailing list https://forms.aweber.com/form/93/758545393.htmConnect with Sandie Sedgbeer at https://www.sedgbeer.com#DrNataliePetouhoff #SandieSedgbeer #NoBSSpiritualBookClubSubscribe to our Newsletter https://omtimes.com/subscribe-omtimes-magazine/Connect with OMTimes on Facebook https://www.facebook.com/Omtimes.Magazine/ and OMTimes Radio https://www.facebook.com/ConsciousRadiowebtv.OMTimes/Twitter: https://twitter.com/OmTimes/Instagram: https://www.instagram.com/omtimes/Linkedin: https://www.linkedin.com/company/2798417/Pinterest: https://www.pinterest.com/omtimes/

Face to Face with Dr. Natalie Petouhoff Live on OMTimes Radio Thursday, August 11, 2022 at 10:30 PST / 1:30 PM EST Watch the Livestream on the No BS Spiritual Book Club on Facebook, OMTimes Radio &amp; TV Facebook, or OMTimesTV Youtube This week on the No BS Spiritual Book Club’s live streaming Face to Face With… Innovator, thought-provoker, inventor, change agent, and author Dr. Natalie Petouhoff. People tend to separate business from spirituality, as if anything to do with commerce is too far removed from the kinds of principles and philosophies that go hand in hand with ‘spirituality’. But as we’re now beginning to see, spirituality really must be going mainstream (as well it should) when you see corporations and business leaders incorporating the kinds of values more espoused by sages and wisdom keepers into their corporate cultures. DR. NATALIE PETOUHOFF is an innovator, thought-provoker, inventor, change agent, and empathy ambassador who has worked and consulted with some of the biggest names in the corporate arena. And she is the co-author of the Wall Street Journal Business Best-selling book Empathy in Action: How to Deliver Great Customer Experience at Scale. And seeing Don Miguel Ruiz’s The Four Agreements at the top of her list brings a big smile to my face. You can post your comments and questions live in the chat stream <a href="https://www.facebook.com/groups/nobsspiritualbookclub" rel="noopener nofollow" target="_blank">https://www.facebook.com/groups/nobsspiritualbookclub</a> Visit the NO BS Spiritual Book Club Page <a href="https://omtimes.com/iom/shows/the-no-bs-spiritual-book-club/" rel="noopener nofollow" target="_blank">https://omtimes.com/iom/shows/the-no-bs-spiritual-book-club/</a> Join the No BS Spiritual Book Club mailing list <a href="https://forms.aweber.com/form/93/758545393.htm" rel="noopener nofollow" target="_blank">https://forms.aweber.com/form/93/758545393.htm</a> Connect with Sandie Sedgbeer at <a href="https://www.sedgbeer.com" rel="noopener nofollow" target="_blank">https://www.sedgbeer.com</a> #DrNataliePetouhoff #SandieSedgbeer #NoBSSpiritualBookClub Subscribe to our Newsletter <a href="https://omtimes.com/subscribe-omtimes-magazine/" rel="noopener nofollow" target="_blank">https://omtimes.com/subscribe-omtimes-magazine/</a> Connect with OMTimes on Facebook <a href="https://www.facebook.com/Omtimes.Magazine/" rel="noopener nofollow" target="_blank">https://www.facebook.com/Omtimes.Magazine/</a> and OMTimes Radio <a href="https://www.facebook.com/ConsciousRadiowebtv.OMTimes/" rel="noopener nofollow" target="_blank">https://www.facebook.com/ConsciousRadiowebtv.OMTimes/</a> Twitter: <a href="https://twitter.com/OmTimes/" rel="noopener nofollow" target="_blank">https://twitter.com/OmTimes/</a> Instagram: <a href="https://www.instagram.com/omtimes/" rel="noopener nofollow" target="_blank">https://www.instagram.com/omtimes/</a> Linkedin: <a href="https://www.linkedin.com/company/2798417/" rel="noopener nofollow" target="_blank">https://www.linkedin.com/company/2798417/</a> Pinterest: <a href="https://www.pinterest.com/omtimes/" rel="noopener nofollow" target="_blank">https://www.pinterest.com/omtimes/</a>

Face to Face with Dr. Natalie Petouhoff

People tend to separate business from spirituality as if anything to do with commerce is too far removed from the kinds of principles and philosophies that go hand in hand with 'spirituality.’  But as we're now beginning to see, spirituality really must be going mainstream (as well it should) when you see corporations and business leaders incorporating the kinds of values more espoused by sages and wisdom keepers into their corporate cultures. Innovator, inventor, change agent, and author, Dr. Natalie Petouhoff joins Sandie to answer the question, "Can business and spirituality go hand in hand?"   ---   Support this podcast: https://podcasters.spotify.com/pod/show/sandie-sedgbeer/support

People tend to separate business from spirituality as if anything to do with commerce is too far removed from the kinds of principles and philosophies that go hand in hand with 'spirituality.’  But as we're now beginning to see, spirituality really must be going mainstream (as well it should) when you see corporations and business leaders incorporating the kinds of values more espoused by sages and wisdom keepers into their corporate cultures. Innovator, inventor, change agent, and author, Dr. Natalie Petouhoff joins Sandie to answer the question, "Can business and spirituality go hand in hand?" --- Support this podcast: <a href="https://podcasters.spotify.com/pod/show/sandie-sedgbeer/support" rel="payment nofollow" target="_blank">https://podcasters.spotify.com/pod/show/sandie-sedgbeer/support</a>

Dr. Natalie Petouhoff's 10 Best Spiritual Books

Welcome to an episode with best-selling author and Customer and Employee Experience Strategist, Dr. Natalie Petouhoff. Get Natalie's book here: https://amzn.to/3z2fKsU   In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer feedback and how Amazon has used it to thrive. Listening from the other person’s point of view and putting yourself in the shoes of your customers and employees is the key to better human connection and success.   Natalie is a Senior Customer Experience Strategist and Business Consultant at Genesys®. Her career spans many years in technology and customer and employee experience, holding positions in and consulting at companies including Salesforce, Hulu, Marriott, General Motors, General Electric, Sony Pictures Entertainment, Weber Shandwick, Forrester Research, PWC Consulting, Hughes Electronics, Pepsi, Verizon, Best Buy, Procter &amp; Gamble, Chevrolet, and Electrolux.   Her Ph.D. in Material Science and Engineering from the University of California and years as a “rocket scientist” provide her with the left-brain skills to strategically analyze how things work and redesign the world for a better future.   In her endeavors, Natalie has focused on the interplay between the evolution of technology and who we are as humans. From her early days as an engineer, she remains a true believer in “what is good for employees and customers is ultimately what is also good for companies.” As a speaker and participant at Singularity University, she’s captivated by the rapid advancement and impact of exponential technologies and how they are reshaping our lives and businesses.   Natalie’s current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer’s experiences, businesses and humanity forward. She believes we can imbue technology with our hopes and dreams for a future focused on bettering humanity. We just need to understand what we are optimizing for and why.   Dr. Natalie is often quoted in NYTimes, USA Today, Bloomberg Businessweek, CRM Magazine, and Peppers and Rogers 1-to-1 Magazine and is also a featured commentator on TV and radio. As an accomplished public speaker, Dr. Natalie is keynote speaker at conferences, both virtual and in-person.   Get Natalie’s book here: Empathy In Action: How to Deliver Great Customer Experiences at Scale. Tony Bates, Dr. Natalie Petouhoff: https://amzn.to/3z2fKsU   Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

Welcome to an episode with best-selling author and Customer and Employee Experience Strategist, Dr. Natalie Petouhoff. Get Natalie's book here: <a href="https://amzn.to/3z2fKsU" rel="nofollow" target="_blank">https://amzn.to/3z2fKsU</a> In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer feedback and how Amazon has used it to thrive. Listening from the other person’s point of view and putting yourself in the shoes of your customers and employees is the key to better human connection and success. Natalie is a Senior Customer Experience Strategist and Business Consultant at Genesys®. Her career spans many years in technology and customer and employee experience, holding positions in and consulting at companies including Salesforce, Hulu, Marriott, General Motors, General Electric, Sony Pictures Entertainment, Weber Shandwick, Forrester Research, PWC Consulting, Hughes Electronics, Pepsi, Verizon, Best Buy, Procter &amp; Gamble, Chevrolet, and Electrolux. Her Ph.D. in Material Science and Engineering from the University of California and years as a “rocket scientist” provide her with the left-brain skills to strategically analyze how things work and redesign the world for a better future. In her endeavors, Natalie has focused on the interplay between the evolution of technology and who we are as humans. From her early days as an engineer, she remains a true believer in “what is good for employees and customers is ultimately what is also good for companies.” As a speaker and participant at Singularity University, she’s captivated by the rapid advancement and impact of exponential technologies and how they are reshaping our lives and businesses. Natalie’s current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer’s experiences, businesses and humanity forward. She believes we can imbue technology with our hopes and dreams for a future focused on bettering humanity. We just need to understand what we are optimizing for and why. Dr. Natalie is often quoted in NYTimes, USA Today, Bloomberg Businessweek, CRM Magazine, and Peppers and Rogers 1-to-1 Magazine and is also a featured commentator on TV and radio. As an accomplished public speaker, Dr. Natalie is keynote speaker at conferences, both virtual and in-person. Get Natalie’s book here: Empathy In Action: How to Deliver Great Customer Experiences at Scale. Tony Bates, Dr. Natalie Petouhoff: <a href="https://amzn.to/3z2fKsU" rel="noopener nofollow" target="_blank">https://amzn.to/3z2fKsU</a> Enjoying our podcast? Get access to sample advanced training episodes here: <a href="http://www.firmsconsulting.com/promo" rel="noopener nofollow" target="_blank">www.firmsconsulting.com/promo</a>

493: Shaping empathy from the perspective of your employees and customers (with Dr. Natalie Petouhoff)

Hosted by Andrew Keen, Keen On features conversations with some of the world’s leading thinkers and writers about the economic, political, and technological issues being discussed in the news, right now.In this episode, Andrew is joined by Dr. Natalie Petouhoff, author of Empathy in Action: How to Deliver Great Customer Experiences at Scale.Dr. Natalie Petouhoff joined Genesys after years of being a strategic executive advisor and leading Industry Analyst at Forrester and Constellation, CX VP at Salesforce, a PWC strategic management consultant, Chief Digital/Social Officer and ROI expert at Weber Shandwick, a digital transformation lecturer at UCLA, with humble beginnings as a product engineer at General Motors and Hughes Electrics. Learn more about your ad choices. Visit megaphone.fm/adchoices

Hosted by Andrew Keen, Keen On features conversations with some of the world’s leading thinkers and writers about the economic, political, and technological issues being discussed in the news, right now.In this episode, Andrew is joined by Dr. Natalie Petouhoff, author of <a href="https://bookshop.org/a/132/9781646870431" rel="nofollow" target="_blank">Empathy in Action: How to Deliver Great Customer Experiences at Scale</a>.Dr. Natalie Petouhoff joined Genesys after years of being a strategic executive advisor and leading Industry Analyst at Forrester and Constellation, CX VP at Salesforce, a PWC strategic management consultant, Chief Digital/Social Officer and ROI expert at Weber Shandwick, a digital transformation lecturer at UCLA, with humble beginnings as a product engineer at General Motors and Hughes Electrics. Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>

Dr. Natalie Petouhoff: Can Digital Technology Really Deliver More Human Empathy?

Welcome to Strategy Skills episode 232, an episode with best-selling author and Customer and Employee Experience Strategist, Dr. Natalie Petouhoff. Get Natalie's book here: https://amzn.to/3O5lSqo In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer feedback and how Amazon has used it to thrive. Listening from the other person’s point of view and putting yourself in the shoes of your customers and employees is the key to better human connection and success. Natalie is a Senior Customer Experience Strategist and Business Consultant at Genesys®. Her career spans many years in technology and customer and employee experience, holding positions in and consulting at companies including Salesforce, Hulu, Marriott, General Motors, General Electric, Sony Pictures Entertainment, Weber Shandwick, Forrester Research, PWC Consulting, Hughes Electronics, Pepsi, Verizon, Best Buy, Procter &amp; Gamble, Chevrolet, and Electrolux. Her Ph.D. in Material Science and Engineering from the University of California and years as a “rocket scientist” provide her with the left-brain skills to strategically analyze how things work and redesign the world for a better future. In her endeavors, Natalie has focused on the interplay between the evolution of technology and who we are as humans. From her early days as an engineer, she remains a true believer in “what is good for employees and customers is ultimately what is also good for companies.” As a speaker and participant at Singularity University, she’s captivated by the rapid advancement and impact of exponential technologies and how they are reshaping our lives and businesses. Natalie’s current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer’s experiences, businesses and humanity forward. She believes we can imbue technology with our hopes and dreams for a future focused on bettering humanity. We just need to understand what we are optimizing for and why. Dr. Natalie is often quoted in NYTimes, USA Today, Bloomberg Businessweek, CRM Magazine, and Peppers and Rogers 1-to-1 Magazine and is also a featured commentator on TV and radio. As an accomplished public speaker, Dr. Natalie is keynote speaker at conferences, both virtual and in-person. Get Natalie’s book here: Empathy In Action: How to Deliver Great Customer Experiences at Scale. Tony Bates, Dr. Natalie Petouhoff: https://amzn.to/3O5lSqo Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

Welcome to Strategy Skills episode 232, an episode with best-selling author and Customer and Employee Experience Strategist, Dr. Natalie Petouhoff. Get Natalie's book here: <a href="https://amzn.to/3O5lSqo" rel="noopener nofollow" target="_blank">https://amzn.to/3O5lSqo</a> In this episode, Natalie spoke about the need for empathy today and the shift we need to make from focusing on company-centric business strategies to creating employee and customer-centric experiences. She also discussed the importance of customer feedback and how Amazon has used it to thrive. Listening from the other person’s point of view and putting yourself in the shoes of your customers and employees is the key to better human connection and success. Natalie is a Senior Customer Experience Strategist and Business Consultant at Genesys®. Her career spans many years in technology and customer and employee experience, holding positions in and consulting at companies including Salesforce, Hulu, Marriott, General Motors, General Electric, Sony Pictures Entertainment, Weber Shandwick, Forrester Research, PWC Consulting, Hughes Electronics, Pepsi, Verizon, Best Buy, Procter &amp; Gamble, Chevrolet, and Electrolux. Her Ph.D. in Material Science and Engineering from the University of California and years as a “rocket scientist” provide her with the left-brain skills to strategically analyze how things work and redesign the world for a better future. In her endeavors, Natalie has focused on the interplay between the evolution of technology and who we are as humans. From her early days as an engineer, she remains a true believer in “what is good for employees and customers is ultimately what is also good for companies.” As a speaker and participant at Singularity University, she’s captivated by the rapid advancement and impact of exponential technologies and how they are reshaping our lives and businesses. Natalie’s current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer’s experiences, businesses and humanity forward. She believes we can imbue technology with our hopes and dreams for a future focused on bettering humanity. We just need to understand what we are optimizing for and why. Dr. Natalie is often quoted in NYTimes, USA Today, Bloomberg Businessweek, CRM Magazine, and Peppers and Rogers 1-to-1 Magazine and is also a featured commentator on TV and radio. As an accomplished public speaker, Dr. Natalie is keynote speaker at conferences, both virtual and in-person. Get Natalie’s book here: Empathy In Action: How to Deliver Great Customer Experiences at Scale. Tony Bates, Dr. Natalie Petouhoff: <a href="https://amzn.to/3O5lSqo" rel="noopener nofollow" target="_blank">https://amzn.to/3O5lSqo</a> Enjoying our podcast? Get access to sample advanced training episodes here: <a href="http://www.firmsconsulting.com/promo" rel="noopener nofollow" target="_blank">www.firmsconsulting.com/promo</a>

232: Dr. Natalie Petouhoff, Shaping empathy from the perspective of your employees and customers

Dumb chatbots, automated scripts, poor employee interactions, and wasted time frustrate employees and drive away customers. All too often, technology becomes a barrier to real human connection and profitable business. About the bookMost leaders believe they provide great customer and employee experiences, yet multiple surveys reveal a sad truth: Most customers and employees don’t agree. In this book, CEO Tony Bates and Dr. Natalie Petouhoff explore the reasons customer and employee experiences are often lacking in business today — and they unveil a new approach for creating a customer- and employee-centric business model that yields better long-term results. Using case studies, impactful stories and a fascinating new framework for creating customer- and employee-centric experiences, the authors demonstrate how leaders are disrupting industries by orchestrating the components of the exponential “Empathy in Action™ Business Flywheel.” ENERGIZE | customer- and employee-centric leadershipENGAGE | customer- and employee-centric culturesEVOLVE | to design thinking and exponential, loyalty-earning technologiesEARN | customer and employee financial value What's your expectation coming into this conversation? Let us know ... was it met? ______________________________ GuestDr. Natalie PetouhoffOn Twitter | https://twitter.com/drnatalieOn LinkedIn | https://www.linkedin.com/in/drnataliepetouhoff/ ______________________________ ResourcesBook: Empathy in Action: https://www.empathyinactionbook.com More about Natalie Petouhoff: https://www.drnatalienews.com Learn about the OODA Loop: https://en.wikipedia.org/wiki/OODA_loop ______________________________ This Episode’s SponsorsBlueLava ✨ https://itspm.ag/blue-lava-w2qsDevo  ✨ https://itspm.ag/itspdvwebAre you interested in sponsoring an ITSPmagazine Channel?👉 https://www.itspmagazine.com/podcast-series-sponsorships ______________________________ To see and hear more Redefining Technology stories on ITSPmagazine, visit:🎙✨ https://www.itspmagazine.com/redefining-technology

Dumb chatbots, automated scripts, poor employee interactions, and wasted time frustrate employees and drive away customers. All too often, technology becomes a barrier to real human connection and profitable business. About the book Most leaders believe they provide great customer and employee experiences, yet multiple surveys reveal a sad truth: Most customers and employees don’t agree. In this book, CEO Tony Bates and Dr. Natalie Petouhoff explore the reasons customer and employee experiences are often lacking in business today — and they unveil a new approach for creating a customer- and employee-centric business model that yields better long-term results. Using case studies, impactful stories and a fascinating new framework for creating customer- and employee-centric experiences, the authors demonstrate how leaders are disrupting industries by orchestrating the components of the exponential “Empathy in Action™ Business Flywheel.” ENERGIZE | customer- and employee-centric leadership ENGAGE | customer- and employee-centric cultures EVOLVE | to design thinking and exponential, loyalty-earning technologies EARN | customer and employee financial value What's your expectation coming into this conversation? Let us know ... was it met? ______________________________ Guest Dr. Natalie Petouhoff On Twitter | <a href="https://twitter.com/drnatalie" rel="nofollow" target="_blank">https://twitter.com/drnatalie</a> On LinkedIn | <a href="https://www.linkedin.com/in/drnataliepetouhoff/" rel="nofollow" target="_blank">https://www.linkedin.com/in/drnataliepetouhoff/</a> ______________________________ Resources Book: Empathy in Action: <a href="https://www.empathyinactionbook.com" rel="nofollow" target="_blank">https://www.empathyinactionbook.com</a> More about Natalie Petouhoff: <a href="https://www.drnatalienews.com" rel="nofollow" target="_blank">https://www.drnatalienews.com</a> Learn about the OODA Loop: <a href="https://en.wikipedia.org/wiki/OODA_loop" rel="nofollow" target="_blank">https://en.wikipedia.org/wiki/OODA_loop</a> ______________________________ This Episode’s Sponsors BlueLava ✨ <a href="https://itspm.ag/blue-lava-w2qs" rel="nofollow" target="_blank">https://itspm.ag/blue-lava-w2qs</a> Devo  ✨ <a href="https://itspm.ag/itspdvweb" rel="nofollow" target="_blank">https://itspm.ag/itspdvweb</a> Are you interested in sponsoring an ITSPmagazine Channel? 👉 <a href="https://www.itspmagazine.com/podcast-series-sponsorships" rel="nofollow" target="_blank">https://www.itspmagazine.com/podcast-series-sponsorships</a> ______________________________ To see and hear more Redefining Technology stories on ITSPmagazine, visit: 🎙✨ <a href="https://www.itspmagazine.com/redefining-technology" rel="nofollow" target="_blank">https://www.itspmagazine.com/redefining-technology</a>

Book | Empathy in Action | Earn Trust And Loyalty Using Empathy-Based Business Approaches | Redefining Technology With Dr. Natalie Petouhoff

Send Us Your Feedback &amp; Suggestions!  Voicemail: 608.492.0321 (Note please tell us in your message if you do NOT want your voicemail to be included in the podcast). Email: wizardcast@thewizardnews.com Website: https://thewizardnews.com/wizardcast_home/contact-us-wizardcast  Dr. Natalie Petouhoff shares her thoughts on Customer Service.  She has a PHD of Engineering from the University of California, Los Angeles. She's a connoisseur of customer service and is passionate about making the world a better place.  Show Overview 0:00 A very Marky-doo mystery (Thanks Jen Bowen and Ben Bolopue) 1:34 Intro 2:34 Hopping Joke. Thanks Christina Nava @ChristinaCNava 3:15 Customer Service with Dr. Natalie Petouhoff 7:00 Personal Branding and Customer Service - keeping your promise 9:10 "At the end of the day we're all people" - Dr. Natalie Petouhoff 10:00 A corrosive story example 16:00 How does this apply to Salesforce Admins? 22:00 Write your own mission statement 29:30 Letters to phones, to computers customer service - History 37:45 How many fortune 500 companies have disappeared from social word of mouth? 40:00 Why are businesses so resistant to good customer service? 43:25 Are you on the bad customer list? 45:00 What do you want the word of mouth about you to say? 47:25 Thanks Gavin McElwee! 50:11 How to find Dr. Natalie PetouhoffDr Natalie Petouhoff 50:30 What's your mission statement? What are you doing on a daily basis? 52:30 Share your mission statement &amp; thoughts on twitter with #CustomerServiceRevolution 53:58 Outro 56:04 Post Outro Links in This Show  Dr Natalie News  FEEDBACK You can ask your questions, make comments, bad jokes, and your requests!  Contact Us via Website https://thewizardnews.com/wizardcast_home/contact-us-wizardcast Leave a Voicemail 608.492.0321 (Note please tell us in your message if you do NOT want your voicemail to be included in the podcast). Email wizardcast@thewizardnews.com  HELP US SPREAD THE WORD! We'd love it if you could please share #WizardCast with your twitter followers. Click here to post a tweet! Amazon Alexa Skill REVIEW US ON APPLE PODCASTS! Review Us Support the show!  WizardCast Merchandise Store Shop On Amazon Libsyn podcast hosting:  Get a free month with promo code: podmagic Other Ways To Support  Participate In The Show!  Share an IdeaExchange idea for our Ideas Highlight episodes! http://bit.ly/ideahighlight Share a question for Parker Harris http://bit.ly/parkerquestions  Ways to subscribe to The WizardCast  Click to Subscribe via iTunes/Apple Podcasts Click to Subscribe via Google Podcast App Click to Subscribe via Stitcher Subscribe via RSS  Audio and Music provided by: Cherry (Instrumental Version) (Josh Woodward) / CC BY 4.0 Sounds from: http://www.freesfx.co.uk episode!

Send Us Your Feedback &amp; Suggestions! <ul> <li>Voicemail: 608.492.0321 (Note please tell us in your message if you do NOT want your voicemail to be included in the podcast).</li> <li>Email: <a href="mailto:wizardcast@thewizardnews.com">wizardcast@thewizardnews.com</a></li> <li>Website: <a href="https://thewizardnews.com/wizardcast_home/contact-us-wizardcast/" rel="noopener noreferrer nofollow" target="_blank">https://thewizardnews.com/wizardcast_home/contact-us-wizardcast</a></li> </ul> <a href="https://twitter.com/drnatalie" rel="noopener nofollow" target="_blank">Dr. Natalie Petouhoff</a> shares her thoughts on Customer Service.  She has a PHD of Engineering from the University of California, Los Angeles. She's a connoisseur of customer service and is passionate about making the world a better place.  Show Overview 0:00 A very Marky-doo mystery (Thanks <a href="https://twitter.com/JuniperUponHill" rel="noopener nofollow" target="_blank">Jen Bowen</a> and <a href="https://twitter.com/sfdcgeek" rel="noopener nofollow" target="_blank">Ben Bolopue</a>) 1:34 Intro 2:34 Hopping Joke. Thanks <a href="https://www.linkedin.com/in/christinanava/" rel="noopener nofollow" target="_blank">Christina Nava</a> @ChristinaCNava 3:15 Customer Service with <a href="https://twitter.com/drnatalie" rel="noopener nofollow" target="_blank">Dr. Natalie Petouhoff</a> 7:00 Personal Branding and Customer Service - keeping your promise 9:10 "At the end of the day we're all people" - Dr. Natalie Petouhoff 10:00 A corrosive story example 16:00 How does this apply to Salesforce Admins? 22:00 Write your own mission statement 29:30 Letters to phones, to computers customer service - History 37:45 How many fortune 500 companies have disappeared from social word of mouth? 40:00 Why are businesses so resistant to good customer service? 43:25 Are you on the bad customer list? 45:00 What do you want the word of mouth about you to say? 47:25 Thanks <a href="https://twitter.com/sampo23" rel="noopener nofollow" target="_blank">Gavin McElwee!</a> 50:11 How to find <a href="https://twitter.com/drnatalie" rel="noopener nofollow" target="_blank">Dr. Natalie Petouhoff</a>Dr Natalie Petouhoff 50:30 What's your mission statement? What are you doing on a daily basis? 52:30 Share your mission statement &amp; thoughts on twitter with #CustomerServiceRevolution 53:58 Outro 56:04 Post Outro Links in This Show <ul> <li><a href="https://www.drnatalienews.com/" rel="noopener nofollow" target="_blank">Dr Natalie News</a></li> </ul> FEEDBACK You can ask your questions, make comments, bad jokes, and your requests! <ul> <li>Contact Us via Website <a href="https://thewizardnews.com/wizardcast_home/contact-us-wizardcast/" rel="noopener noreferrer nofollow" target="_blank">https://thewizardnews.com/wizardcast_home/contact-us-wizardcast</a></li> <li>Leave a Voicemail 608.492.0321 (Note please tell us in your message if you do NOT want your voicemail to be included in the podcast).</li> <li>Email <a href="mailto:wizardcast@thewizardnews.com">wizardcast@thewizardnews.com</a></li> </ul> HELP US SPREAD THE WORD! We'd love it if you could please share #WizardCast with your twitter followers. <a href="https://twitter.com/intent/tweet?url=https%3A%2F%2Fthewizardnews.com%2F2019%2F11%2F05%2Fmidwest-dreamin-acquisitions-data-stewards-and-more-with-peter-coffee-wizardcast-episode-102%2F&amp;text=Love+this+episode+with+%40PeterCoffee+on+the+%40WizardCast_pod+Check+it+out%21&amp;related=wizardcast_pod" rel="noopener noreferrer nofollow" target="_blank">Click here to post a tweet!</a> <a href="https://smile.amazon.com/Wizzard-Media-WizardCast/dp/B07BHXKVJF/" rel="noopener noreferrer nofollow" target="_blank">Amazon Alexa Skill</a> REVIEW US ON APPLE PODCASTS! <a href="https://itunes.apple.com/us/podcast/the-salesforce-admins-podcast/id914088438?mt=2" rel="noopener noreferrer nofollow" target="_blank">Review Us</a> Support the show! <ul> <li><a href="http://thewizardnews.com/shop" rel="noopener noreferrer nofollow" target="_blank">WizardCast Merchandise Store</a></li> <li><a href="https://www.amazon.com/ref=as_li_ss_tl?ie=UTF8&amp;linkCode=ll2&amp;tag=wizard008-20&amp;linkId=132d2d028ce18b9404ef2fc7742e63d5&amp;language=en_US" rel="noopener noreferrer nofollow" target="_blank">Shop On Amazon</a></li> <li><a href="https:/signup.libsyn.com" rel="noopener noreferrer nofollow" target="_blank">Libsyn podcast hosting</a>:  Get a free month with promo code: podmagic</li> <li><a href="https://thewizardnews.com/affiliates/" rel="noopener noreferrer nofollow" target="_blank">Other Ways To Support</a></li> </ul> Participate In The Show! <ul> <li>Share an IdeaExchange idea for our Ideas Highlight episodes! <a href="http://bit.ly/ideahighlight" rel="noopener noreferrer nofollow" target="_blank">http://bit.ly/ideahighlight</a></li> <li>Share a question for Parker Harris <a href="http://bit.ly/parkerquestions" rel="noopener noreferrer nofollow" target="_blank">http://bit.ly/parkerquestions</a></li> </ul> Ways to subscribe to The WizardCast <ul> <li><a href="https://itunes.apple.com/us/podcast/wizardcast/id979286226?mt=2" rel="noopener noreferrer nofollow" target="_blank">Click to Subscribe via iTunes/Apple Podcasts</a></li> <li><a href="https://www.google.com/podcasts?feed=aHR0cDovL3dpemFyZGNhc3QubGlic3luLmNvbS9yc3M%3D" rel="noopener noreferrer nofollow" target="_blank">Click to Subscribe via Google Podcast App</a></li> <li><a href="https://www.stitcher.com/podcast/wizardcast" rel="noopener noreferrer nofollow" target="_blank">Click to Subscribe via Stitcher</a></li> <li><a href="http://wizardcast.libsyn.com/rss" rel="noopener noreferrer nofollow" target="_blank">Subscribe via RSS</a></li> </ul> Audio and Music provided by: Cherry (Instrumental Version) (Josh Woodward) / CC BY 4.0 Sounds from: <a href="http://www.freesfx.co.uk" rel="nofollow" target="_blank">http://www.freesfx.co.uk</a> episode!

Importance of Customer Service with Dr Natalie Petouhoff WizardCast episode 105

Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace.In Shep’s Opening Monologue...He discusses the pros and cons of chatbots.The Interview with Natalie Petouhoff:Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their customers.AI shouldn’t replace humans; it’s meant to aid and augment both the employee and customer experiences.AI might be more useful to employees rather than customers. It can eliminate mundane, repetitive task for support center agents and help them build better rapport with their customers, which thereby improves the customer experience.Social media has transformed how customers and businesses interact. Having multiple methods of contact, or channels, removes effort from customers, which customers really like.Contact centers and companies alike need to reorient themselves so that the customer is at the center of their operations. They should be less concerned with statistics and more concerned with people.You don’t have to go above and beyond to create an exceptional customer experience. Most customers simply want a quick, easy, and efficient answer or solution to their problems. Providing that is going above and beyond when that isn’t the standard.Companies and employees need to be able to guide and train their AI so it learns better. AI is not meant to operate in an isolated environment; its intelligence is human-inspired.Companies are no longer competing solely against their direct competitor; they’re now competing against the highest standard for service across the board. AI can help power that without customers even realizing it.When companies don’t have an agile mindset, it can be difficult for them to adjust to how rapidly technology changes. Failing to adapt can spell doom for companies if they don’t respond with urgency and a willingness to learn.Quote:“AI is meant to augment the problem-solving process.” – Dr. Natalie Learn more about your ad choices. Visit megaphone.fm/adchoices

Shep Hyken interviews Dr. Natalie Petouhoff. They discuss AI in business—what works and what doesn’t work, how it can help companies and employees succeed, and how we can best utilize it. They also discuss the need for diversity and inclusiveness in the workplace.In Shep’s Opening Monologue...He discusses the pros and cons of chatbots.The Interview with Natalie Petouhoff:Companies that become too enamored with chatbots, AI, and other technologies can risk losing touch with their <a href="http://customers.AI" rel="nofollow" target="_blank">customers.AI</a> shouldn’t replace humans; it’s meant to aid and augment both the employee and customer <a href="http://experiences.AI" rel="nofollow" target="_blank">experiences.AI</a> might be more useful to employees rather than customers. It can eliminate mundane, repetitive task for support center agents and help them build better rapport with their customers, which thereby improves the customer experience.Social media has transformed how customers and businesses interact. Having multiple methods of contact, or channels, removes effort from customers, which customers really like.Contact centers and companies alike need to reorient themselves so that the customer is at the center of their operations. They should be less concerned with statistics and more concerned with people.You don’t have to go above and beyond to create an exceptional customer experience. Most customers simply want a quick, easy, and efficient answer or solution to their problems. Providing that is going above and beyond when that isn’t the standard.Companies and employees need to be able to guide and train their AI so it learns better. AI is not meant to operate in an isolated environment; its intelligence is human-inspired.Companies are no longer competing solely against their direct competitor; they’re now competing against the highest standard for service across the board. AI can help power that without customers even realizing it.When companies don’t have an agile mindset, it can be difficult for them to adjust to how rapidly technology changes. Failing to adapt can spell doom for companies if they don’t respond with urgency and a willingness to learn.Quote:“AI is meant to augment the problem-solving process.” – Dr. Natalie Learn more about your ad choices. Visit <a href="https://megaphone.fm/adchoices" rel="nofollow" target="_blank">megaphone.fm/adchoices</a>