The One with the Genesys CX Strategist

The Government Huddle with Brian Chidester

02-06-2022 • 1 hr 6 mins


Dr. Natalie Petouhoff, Customer and Employee Experience Strategist at Genesys & WSJ Best Selling Co-Author of “Empathy in Action” joins the show to discuss how government organizations can personalize experiences at scale while still delivering empathy in every touchpoint through technology. We also introduce the concept of Experience as a Service (EaaS) and how it will disrupt the new normal, ways that the concepts in her book relate to the recent executive order including human-centered design, and the legacy she hopes to leave on CX with this book.