Leaders are disrupting the market and transforming their businesses

Learn how using empathy-based business criteria will transform customer and employee experiences, galvanize trust and loyalty, and drive exponentially better business results.

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Empathy in Action book. How to deliver great customer experiences at scale. By Tony Bates and Dr. Natalie Petouhoff.

Most leaders believe they provide great customer and employee experiences, yet multiple surveys reveal a sad truth: Most customers and employees don’t agree. In this book, CEO Tony Bates and Dr. Natalie Petouhoff explore the reasons customer and employee experiences are often lacking in business today — and they unveil a new approach for creating a customer- and employee-centric business model that yields better long-term results.

Using case studies, impactful stories and a fascinating new framework for creating customer- and employee-centric experiences, the authors demonstrate how leaders are disrupting industries by orchestrating the components of the exponential “Empathy in Action™ Business Flywheel.”

customer- and employee-centric leadership
customer- and employee-centric cultures
to design thinking and exponential, loyalty-earning technologies
customer and employee financial value

Earn trust and loyalty using empathy-based business approaches

Why are customer and employee experiences often lacking? How can you deliver experiences using Empathy in Action to garner trust and earn loyalty? And what will it take to go beyond the tired declarations that customers or employees are top priorities and actually build a workforce that believes this — and puts it into practice — every day?

Rather than just give lip service to these often-misunderstood ideals, this book offers a surprising new take on how to build businesses that no longer compromise the customer and employee relationship and instead make it their highest priority.

Based on millions of customer interactions and more than a decade of work on the front lines helping some of the world’s largest brands create true engagement, the authors developed a bold set of people-centric business criteria. By putting themselves in the shoes of their customers and employees, leaders can orchestrate experiences that earn trust and loyalty — radically disrupting their industries and exponentially driving better financial performances.

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Tony Bates

Tony Bates is the Chairman and Chief Executive Officer of Genesys®. A passionate technologist at heart, with sharp business acumen, he’s advanced into trusted executive roles at some of the world’s most respected SaaS companies. With decades of experience steering companies through major market transitions and rapid scaling, he leads the Genesys strategy, direction and operations in more than 100 countries, overseeing a global team of more than 6,000 employees.

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Dr. Natalie Petouhoff

Dr. Natalie Petouhoff is a Senior Customer Experience Strategist and Consultant at Genesys. Her work in helping hundreds of brands shift from outdated paradigms to new frontiers has made her one of the top customer experience experts in the world. With a Ph.D. in Engineering from UCLA, she believes we can create technology and organizations focused on bettering humanity by understanding and prioritizing what we are optimizing for and why.

John Chambers photo

A book with the credibility and experience to start a broader business conversation about delivering better customer experiences through empathy.

John Chambers
Chairman Emeritus, Cisco and CEO JC2 Ventures
Charlene Li photo

Empathy in Action delivers a systematic, intentional approach to transform your organization. Keep this book close by because you’ll be referencing it frequently!

Charlene Li
New York Times best-selling author of The Disruption Mindset and Founder of Altimeter
John Donahoe photo

Bates and Petouhoff examine why customer experience have fallen short in the past and spark your imagination about a new world of superior, empathetic customer experiences.

John Donahoe
President and CEO, Nike
Jeanne Bliss photo

“Experience” happens when leaders guide their organization to behaviors and habits that earn admiration and sustainable growth. Use this book as a practical guidebook to achieve these outcomes.

Jeanne Bliss
Best-selling author of Chief Customer Officer

Want to know how your business scores on delivering empathic, customer/employee-centric experiences? Learn more here.

All book proceeds will go to support the following charities: