Dr. Natalie Petouhoff
AUTHOR

Dr. Natalie Petouhoff

Customer Service Workplace & Organizational Behavior Business
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Natalie is one of the world's foremost AI and customer experience experts. Dr. Natalie's unique take on AI in business has put her on the top of every executive's list as the go-to person to help break through the hype, create a strategy, and avoid the AI blind spots for a truly innovative approach to AI and business. With over 15 years of applied AI experience, she works with executives at companies like DoorDash and Hilton to integrate  Predictive AI, Conversational AI, and Generative AI into their business. With over 12 awards and earning the honor as a Wall Street Journal best-seller on AI, customer, and employee experience, Empathy in Action: How to Deliver Great Customer Experiences with AI at Scale delivers real-world examples and the how-to steps to apply AI to customer and employee experience. Her career spans many years in technology and customer and employee experience, holding positions in and consulting at companies including Salesforce, Hulu, Marriott, General Motors, General Electric, Sony Pictures Entertainment, Weber Shandwick, Forrester Research, PWC Consulting, Hughes Electronics, Pepsi, Verizon, Best Buy, Procter & Gamble, Chevrolet, and Electrolux. Dr. Natalie is the Applied AI Strategist at one of the top AI consulting firms, www dot nextcolabs dot com . She is dedicated to reducing bias in large language models and training sets. She is working with UCSD on an empathic AI large language model and AI that will be applied to an interactive patient care robot. Dr. Petouhoff has a Ph. D. in Material Science & Engineering from UCLA and an M.S. in Metallurgy from U of Michigan. Those degrees are complemented by her studies in Exponential Innovation from Singularity University, as well as, Clayton Christensen's Disruptive Strategies program from Harvard Business School. Dr. Natalie is often quoted in NYTimes, USAToday, Bloomberg-BusinessWeek, CRM Magazine and Peppers and Rogers 1-to-1 Magazine and is also a featured commentator on TV and radio. As an accomplished public speaker, Dr. Natalie is keynote speaker at conferences, both virtual and in-person. Dr. Natalie can be reached at doctornatalie at gmail dot com
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