Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr. Natalie Petouhoff

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The European Customer Experience Organization (ECXO) is thrilled to announce our upcoming session on the Economics of Empathy: Why Customer, Employee, and AI Centricity Pays, featuring the esteemed Dr. Natalie Petouhoff, a Global AI + Empathy Adviser. Leading this session is our remarkable facilitator, Emma Sutton, from Oracle, a member of the ECXO leadership team.

What you and your companies will learn:

-How we have programmed our customer service agents and bots to respond in ways that increase friction, reduce satisfaction and loyalty

-The current ways of doing business have a large blind spot preventing customer service to ever turn not be thought of as a cost-center

-How empathy-as-a-business strategy reduces costs and increases revenue

-Provide an understanding of the basic building blocks in the Economics of Empathy®

-See case studies on the business results obtained from using empathy as a business strategy.

-How AI – Predictive AI, Conversational AI, and Generative AI can provide more customer-centric experiences and drive even better ROI

-Steps to becoming an empathy-based leader

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Sobre Dr. Natalie Petouhoff:

Dr. Natalie Petouhoff is a renowned Global AI & Empathy Adviser, recognized for her expertise in AI, customer, and employee experience. With a proven track record of transforming businesses, including brands like DoorDash, Hilton, and JP Morgan Chase, Dr. Natalie specializes in driving better experiences that translate into tangible business results. Her systematic approach shifts organizations from business-centric to customer/employee-centric operations, delivering significant improvements in key metrics while reducing costs and increasing revenue. Additionally, she collaborates with AI and CcaaS vendors to align technology solutions with the needs of businesses.

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About Our Facilitator, Emma Sutton

Emma, a seasoned executive at Oracle, brings over 25 years of leadership experience in retail and financial services to her role. Passionate about customer-centricity, Emma helps organizations worldwide implement transformative strategies for better customer service.

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