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Empathy in Action : How to Deliver Great Customer Experiences at Scale by Tony Bates; Natalie L Petouhoff is a business book available to read on EtoBox.

What is Empathy in Action : How to Deliver Great Customer Experiences at Scale about?

"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 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 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

Who reads Empathy in Action : How to Deliver Great Customer Experiences at Scale?

Author

Tony Bates; Natalie L Petouhoff

Publisher

Ideapress Publishing

Published

2021

Language

EN

ISBN

9781646870431

Category

business

Subjects

Marketing, Business

Rating

4.5 / 5 (62 ratings)

Updated

2026-03-14