Tony Bates, CEO of Genesys, describes the inspiration behind his book, “Empathy In Action: How to Deliver Great Customer Experiences at Scale” and how empathy has shaped the culture at Genesys. He explains that implementing a framework of empathy for both employees and consumers results in greater outcomes for customers. Bates shares how Genysys's empathy-based framework for customer satisfaction is leading it to create personalized experiences for its customers and guiding the company to believe that Experience as a Service should be its own brand category.
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