Charlie Godfrey is the Senior Director at Genesys.
01:00 What is one thing people might not know about you?
01:50 Can you have Empathy with Technology?
02:43 A lot of people talk about Empathy, but how do you make it real?
10:50 What is the difference between Empathy and Sympathy?
13:07 Can Empathy be taught?
17:23 Should you deliver Empathy to your Customers or Employees first?
Where do people fail with Empathy?
20:07 How does empathy align with CX?
24:50 Is it possible to have empathy at scale? Do you need tech involved?
28:46 What book or person in customer service or experience has influenced you the most in the past year?
If you could leave a note to all customer service professionals, what would you say?
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