Empathy In Action

How to Deliver Great Customer Experiences at Scale

By Tony Bates, Natalie Petouhoff

15min reading time / 30min listening time

About the Summary

Empathy is a conscious act. It’s a commitment you make to understand a person in the context of their own life and experiences and then to treat them accordingly. After several decades of experience as a leader and entrepreneur, author Tony Bates arrived at a core question that inspired Empathy in Action. In it, he and Dr. Natalie Petouhoff attempt to answer: What if empathy became as important a design factor in new products and services as functionality, efficiency, and profit? Bates and Petouhoff believe empathy is the next frontier in technology and the aim of the book is to spark a broad, industry-spanning conversation about how technology can create and enable a more empathetic world.

In This Summary, You Will Learn:

How exponential technology has forced rapid change in companies.
Three principles that are necessary in designing and implementing exponential technology.
What empathy has to do with customer and employee experiences.
The meaning of Experience as a Service™ and how it is the way forward for Customer- & Employee-centric companies.