Understanding How CX Drives Good and Bad Profits
Natalie Petouhof
AUGUST 15, 2022
This concept was crystallized in my mind in the sixth chapter of the book “Empathy in Action,” authored by Tony Bates, Genesys CEO and chairman, and Dr. Natalie Petouhoff, customer experience business value consulting, sales enablement and thought leader for Genesys. These are: Customer journey mapping.
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