Experience as a Service Through Empathetic Corporate Leadership with Tony Bates, CEO, Genesys

Tony Bates, CEO of Genesys, describes the inspiration behind his book, “Empathy In Action: How to Deliver Great Customer Experiences at Scale” and how empathy has shaped the culture at Genesys. He explains that implementing a framework of empathy for both employees and consumers results in greater outcomes for customers. Bates shares how Genysys's empathy-based framework for customer satisfaction is leading it to create personalized experiences for its customers and guiding the company to believe that Experience as a Service should be its own brand category. IT Visionaries is brought to you by the Salesforce Platform - the #1 cloud platform for digital transformation of every experience.