Empathy In Action: How to Deliver Great Customer Experiences at Scale

Length: 195 pages
Edition: 1
Language: English
Publisher: Ideapress Publishing
Publication Date: 2022-02-08
ISBN-10: 1646870433
ISBN-13: 9781646870431
Sales Rank: #141310 (See Top 100 Books)

A bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale.

While the world has never needed more empathy than today, too often technology is used by businesses as a substitute and a barrier to real human connection. We’ve all experienced dumb chatbots, automated scripts and poor employee interactions that dehumanizes customer interactions.

Empathy is a powerful construct for a better world and a better business. It’s not a synonym for nice. Empathy is about respect and treating people in the context of their unique situation in a highly personalized way. 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.

Cover
Advance Praise
Title Page
Copyright Page
Dedication
Contents
Introduction: Starting an Industry Conversation: How Technology Enables a More Empathetic World
Chapter One: Technology: Evolution, Experiences, and Empathy
Chapter Two: The Fifth Industrial Revolution: Personalization
Chapter Three: History Foreshadows CX Problems
Chapter Four: The Business Case for CX/EX
Chapter Five: The Tech We Use Matters: From Linear to Exponential Technologies
Chapter Six: Experiences Drive Good and Bad Profits
Chapter Seven: Improving Employee Experiences
Chapter Eight: Experiences as a Service: The Great Differentiator
Chapter Nine: Experiences as a Service for Customers and Employees
Chapter Ten: Reimagining the Future of Work
Chapter Eleven: Leading Change: It’s Not Business As Usual
Chapter Twelve: The Empathy Transformation
Closing Remarks: Igniting a Customer and Employee Respect Movement
About the Authors
Acknowledgments
Endnotes
Index