Marina del Rey, California
Dr. Natalie Petouhoff is one of the world’s leading experts in customer and employee experience, authoring the Wall Street Journal best-selling book Empathy in Action: How to Deliver Great Customer and Employee Experiences at Scale.
Unfortunately, most leaders think of customer and employee experience as cost-centers. This consequently drives decisions that end up compromising the very experience of the two most important assets a company has– their employees and customers! As a consultant, Dr. Natalie works side-by-side with executives and leaders to help them see through this widely held mindset blind spot. She helps them to create strategies using exponential technologies like Generative AI, future-forward strategies, and out-of-the-box leadership skills so they can deliver experiences to drive the businesses’ financial results, reducing costs and increasing revenue, while vastly improving the customer/employee experience.
Throughout her career, she has had the privilege of working alongside companies like Salesforce, DoorDash, and Forrester providing her the real-world experience of using customer/employee experience technology to create the types of customer/employee experiences that garner loyalty. With practical steps to justify the economic importance of customer and employee experience, Dr. Natalie guides leaders to obtain the right allocation of budget and resources, the steps to deliver change that clearly impacts the bottom line, and the leadership skills that enhance the organization’s emotional intelligence necessary to execute and measure positive change.