Empathy as a Business Concept with Dr. Natalie Petouhoff – Episode 251

It's not that hard to change the work culture, but it does take a conscious effort to do some self-reflecting as a leader to look at the employee environment, ask employees what they'd really like, and make that a daily practice. In this episode, Dr. Graham Taylor speaks with Dr. Natalie Petouhoff. Natalie is a best-selling author and a Customer Experience Strategist and Consultant who works with brands to help them transform their customer and employee experience. Natalie’s career spans many years in technology and customer and employee experience with positions in and consulting at companies including Salesforce, Hulu, Marriott, General Motors, General Electric and many more. Natalie’s current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer’s experiences, businesses, and humanity forward. She believes we can imbue technology with our hopes and dreams for a future focused on bettering humanity. We just need to understand what we are optimizing for and why. Together Graham and Natalie discuss the disconnect with the customer experience, the future of the workforce, and her book Empathy in Action.


For more information about Dr. Natalie Petouhoff, please visit:


For more information about Empathy in Action: How To Deliver Great Customer Experiences at Scale by Tony Bates & Dr. Natalie Petouhoff, please visit:


Connect with Natalie on Linkedin, please visit:


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