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In this episode, Sam Dever talks with Dr. Natalie Petouhoff. Dr. Natalie Petouhoff is one of the world’s leading experts in customer and employee experience, authoring the Wall Street Journal best-selling book Empathy in Action: How to Deliver Great Customer and Employee Experiences at Scale. As a consultant, she works side-by-side with executive leaders to help them deliver experiences to drive the businesses' financial results, reducing costs and increasing revenue, without degrading the customer/employee experience. This is a blind spot for most companies, as they often make changes that end up compromising the very experiences of those two key company assets. The experiences with Salesforce and Forrester bring a practical view on how to use customer/employee experience technology to build customer/employee-facing experiences that garner loyalty. Dr. Natalie provides practical steps to justify the economic importance of customer and employee experience to get the right allocation of budget and resources, the steps to deliver change to clearly impact the bottom line, and the leadership skills to execute and measure the changes. In Sam and Dr. Natalie's discussion, they discuss Dr. Natalie's book, Empathy in Action, how businesses can use empathy to better understand their employees and customers, Dr. Natalie producing a new documentary in India featuring the Dalai Lama and much more! Visit Dr. Natalie's website at: https://www.drnatalienews.com/
