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Empathy in Action
- How to Deliver Great Customer Experiences at Scale
- Auteur(s): Tony Bates, Dr. Natalie Petouhoff
- Narrateur(s): Jennifer Jill Araya
- Durée: 9 h et 53 min
- Version intégrale
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Au global5 out of 5 stars 1
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Performance4 out of 5 stars 1
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Histoire4 out of 5 stars 1
By using strategies and technologies as the flywheel to orchestrate systems of listening, understanding, and predicting, as well as taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition. They predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like AI and cloud can enable a more empathetic world.
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5 out of 5 stars
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Customer centricity on steroids
- Écrit par Utilisateur anonyme le 2024-03-12
- Empathy in Action
- How to Deliver Great Customer Experiences at Scale
- Auteur(s): Tony Bates, Dr. Natalie Petouhoff
- Narrateur(s): Jennifer Jill Araya
Customer centricity on steroids
Évalué le: 2024-03-12
This book is a reference guide for anyone that values customer centricity as one of the pillars to a company’s growth & development.
It takes customer centric strategies to new heights by addressing current digital transformations were faced with and how to leverage those.
I especially loved how it doesn’t shy from the past to provide some clarity into the evolution of organisational changes and how it affected customer centricity.
I would use caution however when it comes to using this book if you’re considering implementing these strategies in your organisation.
It’s important to consider your organisation’s maturity and limits as one can easily lose sight of its main G&O’s by focusing too deeply on technological tools as a driver for customer centric strategies leading to growth.
Natalie illustrates it very well that Technology is one tool amongst many others and not a strategy in itself.
A great refreshing read, well written to be listened as an Audio Book.
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