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 EX

Highlights:

00:00 Game Start

00:58 Natalie's introduction and values

04:17 Definition of Empathy

08:28 Empathy in Action equation

14:07 5th Industrial Revolution

18:26 Customers and Employees are not on the balance sheet

21:27 Applying Empathy In Action

23:52 Getting a Common Understanding

29:08 Where to start

31:20 Measuring progress

34:42 The Future Question

36:51 Contact Details

37:59 Natalie's Golden Nugget

Natalie's book - Empathy In Action - is available on Amazon https://www.amazon.com/gp/product/1646870433/

Natalie's Contact Details:

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