Leadership, Empathy, and Transforming the Customer Experience
Natalie Petouhof
AUGUST 15, 2022
Empathy in Action, Genesys Chairman and CEO Tony Bates’s new book, points out that transformation doesn’t happen without leadership. He’s advocating for big changes in the customer experience (CX) game, based on not just new technologies but a new leadership mindset – and a new economic model.
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