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

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

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 & 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Natalie's current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer's experiences, businesses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

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424: The importance of communication

424: The importance of communication

In this episode, we discussed why communication is the most critical skill that a consultant must possess and how to effectively communicate in a logical and structured way. Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

29 Nov 202118min

423: Step back to move forward (with Kayvan Kian)

423: Step back to move forward (with Kayvan Kian)

Welcome to an episode with a Senior Advisor to McKinsey & Company (Amsterdam), Kayvan Kian. Get Kayvan's book here: https://amzn.to/3kntLLF Kayvan Kian is the founder of the Young Leaders Forum, a program that helps high potential future leaders with the necessary skills, ways of thinking, and insights to become better leaders in a world of constant change. He also has given guest lectures at Harvard Business School, HEC, Sciences Po, and other leading institutions. He believes that we can make this world a better place by sharing hard-fought lessons with each other, that we gained through the most challenging times in our lives. In this episode, Kayvan talked about how to move forward by taking a step back and identifying the things we can control. For those leaders who feel stuck, this is for you. WHAT IS WATER?: How Young Leaders Can Thrive in an Uncertain World. Kayvan Kian: https://amzn.to/3kntLLF Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo We use affiliate links whenever possible (if you purchase items listed above using our affiliate links, we will get a bonus).

24 Nov 202141min

422: Does Having a Child Affect Your Career

422: Does Having a Child Affect Your Career

In this episode, we discussed about a consultant's lifestyle and how having a child affect your career, progress, and development. Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

22 Nov 202118min

421: What Makes a Good Leader in 2021 (with David Bradford)

421: What Makes a Good Leader in 2021 (with David Bradford)

Welcome to an episode with the Eugene O'Kelly II Senior Lecturer Emeritus in Leadership at Stanford Graduate School of Business, David Bradford. Get David's new book here: https://amzn.to/3lAmUhi David Bradford is one of the two researchers behind Stanford's most popular class: Interpersonal Dynamics, where students and leaders learn how to greatly improve personal and professional relationships. He has produced six books, numerous articles, three training programs, and a massive open online course on leadership, team performance, and the influence process. He has worked with and helped some of the biggest companies in the world including Hewlett-Packard, Cisco Systems, IBM, Levi Strauss, Raychem, etc. He is currently a member of the Editorial Boards of the Academy of Management Learning & Education, the Journal of Applied  Behavioral Science, and the Journal of Management Education. In this episode, David talked about how leaders can shift their way of thinking and have a better approach to managing their organizations. For those leaders who want to learn how to solve their companies' biggest problems, this is for you. CONNECT: Building Exceptional Relationships with Family, Friends, and Colleagues. David Bradford & Carole Robin: https://amzn.to/3lAmUhi Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo We use affiliate links whenever possible (if you purchase items listed above using our affiliate links, we will get a bonus).

17 Nov 202148min

420: Interview with Tom: Sizan's Journey

420: Interview with Tom: Sizan's Journey

In this episode with Tom, we talked about Sizan from TCO IV. We discussed her background, experiences, and what we can learn from her journey. Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

15 Nov 202117min

419: Is it expensive? Author Program Q&A 4

419: Is it expensive? Author Program Q&A 4

Learn more and see the application guidelines: https://www.firmsconsulting.com/experts-published-author-program/ Apply: email team@firmsconsulting.com This is a part of a 10-episode program to help our clients and customers measurably and radically transform their careers through The Author Program. How would your career, reputation, and earnings change as a published author? Imagine your client interactions when potential and current clients saw your thinking in a published book before they met you? Imagine the time you would save not having to explain your ideas and the value you could add to them? Imagine the fee premium you could earn? Imagine avoiding awkward meetings trying to establish your credibility? Imagine how many potential clients would find you and reach out to you? Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

10 Nov 202110min

418: What is the ROI? Author Program Q&A 3

418: What is the ROI? Author Program Q&A 3

Learn more and see the application guidelines: https://www.firmsconsulting.com/experts-published-author-program/ Apply: email team@firmsconsulting.com This is a part of a 10-episode program to help our clients and customers measurably and radically transform their careers through The Author Program. How would your career, reputation, and earnings change as a published author? Imagine your client interactions when potential and current clients saw your thinking in a published book before they met you? Imagine the time you would save not having to explain your ideas and the value you could add to them? Imagine the fee premium you could earn? Imagine avoiding awkward meetings trying to establish your credibility? Imagine how many potential clients would find you and reach out to you? Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

8 Nov 20218min

417: Grow Your Business Via Disruption (with Charlene Li)

417: Grow Your Business Via Disruption (with Charlene Li)

Welcome to an episode with a sought-after public speaker and an influential thought-leader, Charlene Li. Get Charlene's new book here: https://amzn.to/2XhSdFv Charlene Li is a guide on digital transformation, leadership, customer experience, and the future of work. Her career is focused on helping people see the future and thrive with disruption. She is currently a Senior Fellow at Altimeter, a Prophet company. In this episode, Charlene talked about how disruption serves as a key element in order for a company to determine their future and set their path to growth. For those who wants to learn more on how to advance through the future, this is for you. THE DISRUPTION MINDSET: Why Some Organizations Transform While Others Fail. Charlene Li: https://amzn.to/2XhSdFv Enjoying our podcast? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo We use affiliate links whenever possible (if you purchase items listed above using our affiliate links, we will get a bonus).

3 Nov 202154min

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