Empathy in Action
How to Deliver Great Customer Experiences at Scale
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Narrated by:
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Jennifer Jill Araya
About this listen
A bold new look at how technology can become a force multiplier to deliver more empathy and integrate deeper, more personalized human connections into everyday business interactions at scale.
While the world has never needed more empathy than today, too often technology is used by businesses as a substitute and a barrier to real human connection. We’ve all experienced dumb chatbots, automated scripts, and poor employee interactions that dehumanize customer interactions.
That’s because brands have focused on company-centric business strategies, processes, and technology.
However, simply put: No customers, no business. What if, by transforming the old company-centric way of doing business and putting customers and employees front and center, businesses could succeed faster than ever before and not at the expense of their most important assets—the very people who make it possible to be in business?
Empathy is a powerful construct for a better world and a better business. It’s not a synonym for nice. Empathy is about respect and treating people in the context of their unique situation in a highly personalized way.
In this groundbreaking new book, longtime technology leader and current CEO of Genesys, Tony Bates, teams up with researcher and customer experience evangelist, Dr. Natalie Petouhoff, to define a new path forward to put empathy into action.
By using strategies and technologies as the flywheel to orchestrate systems of listening, understanding, and predicting, as well as taking action and learning from those interactions at scale, businesses can easily put the customer and employee first, not only meet the ever-changing customer and employee expectations, but also leapfrog their competition.
They predict empathy is the next frontier in technology. This book is aimed at sparking an industry-wide conversation about how exponential technologies like AI and cloud can enable a more empathetic world.
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Hackers: Heroes of the Computer Revolution
- 25th Anniversary Edition
- By: Steven Levy
- Narrated by: Mike Chamberlain
- Length: 20 hrs and 23 mins
- Unabridged
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Steven Levy's classic book traces the exploits of the computer revolution's original hackers - those brilliant and eccentric nerds from the late 1950s through the early '80s who took risks, bent the rules, and pushed the world in a radical new direction. With updated material from noteworthy hackers such as Bill Gates, Mark Zuckerberg, Richard Stallman, and Steve Wozniak, Hackers is a fascinating story that begins in early computer research labs and leads to the first home computers.
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Remember Why You Got Into Computing
- By Dan Collins on 07-01-16
By: Steven Levy
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The Complete Software Developer's Career Guide
- How to Learn Programming Languages Quickly, Ace Your Programming Interview, and Land Your Software Developer Dream Job
- By: John Sonmez
- Narrated by: John Sonmez
- Length: 20 hrs and 4 mins
- Unabridged
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Technical knowledge alone isn't enough - increase your software development income by leveling up your soft skills Early in his software developer career, John Sonmez discovered that technical knowledge alone isn't enough to break through to the next income level - developers need "soft skills" like the ability to learn new technologies just in time, communicate clearly with management and consulting clients, negotiate a fair hourly rate, and unite teammates and coworkers in working toward a common goal.
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The Complete Bro-grammer's Career Guide
- By Leels on 09-18-19
By: John Sonmez
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Super Pumped
- The Battle for Uber
- By: Mike Isaac
- Narrated by: Holter Graham, Mike Isaac
- Length: 12 hrs and 52 mins
- Unabridged
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A New York Times technology correspondent presents the dramatic rise and fall of Uber, set against the rapid upheaval in Silicon Valley during the mobile era. Based on hundreds of interviews with current and former Uber employees, along with previously unpublished documents, Super Pumped is a pause-resisting story of ambition and deception, obscene wealth, and bad behavior, that explores how blistering technological and financial innovation culminated in one of the most catastrophic 12-month periods in American corporate history.
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A forced narrative and a bad version of Bad Blood
- By Benji on 09-09-19
By: Mike Isaac
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Prediction Machines
- The Simple Economics of Artificial Intelligence
- By: Ajay Agrawal, Joshua Gans, Avi Goldfarb
- Narrated by: LJ Ganser
- Length: 7 hrs and 50 mins
- Unabridged
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Artificial intelligence does the seemingly impossible - driving cars, trading stocks, and teaching children. But facing the sea change that AI will bring can be paralyzing. How should companies set strategies, governments design policies, and people plan their lives for a world so different from what we know? In Prediction Machines, three eminent economists recast the rise of AI as a drop in the cost of prediction. With this single, masterful stroke, they lift the curtain on the AI-is-magic hype and show how basic tools from economics provide clarity about the AI revolution and a basis for action by CEOs, managers, policy makers, investors, and entrepreneurs.
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Not sure what I was expecting, but underwhelmed
- By William J Brown on 09-27-18
By: Ajay Agrawal, and others
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The Box
- How the Shipping Container Made the World Smaller and the World Economy Bigger
- By: Marc Levinson
- Narrated by: Adam Lofbomm
- Length: 12 hrs and 20 mins
- Unabridged
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In April 1956, a refitted oil tanker carried 58 shipping containers from Newark to Houston. From that modest beginning, container shipping developed into a huge industry that made the boom in global trade possible. The Box tells the dramatic story of the container's creation, the decade of struggle before it was widely adopted, and the sweeping economic consequences of the sharp fall in transportation costs that containerization brought about.
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Fascinating Topic sometimes lost in minutiae
- By zombie64 on 07-15-14
By: Marc Levinson
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Algorithms of Oppression
- How Search Engines Reinforce Racism
- By: Safiya Umoja Noble
- Narrated by: Shayna Small
- Length: 6 hrs and 21 mins
- Unabridged
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Run a Google search for “black girls” - what will you find? “Big Booty” and other sexually explicit terms are likely to come up as top search terms. But, if you type in “white girls”, the results are radically different. The suggested porn sites and un-moderated discussions about “why black women are so sassy” or “why black women are so angry” presents a disturbing portrait of black womanhood in modern society. In Algorithms of Oppression, Safiya Umoja Noble challenges the idea that search engines like Google offer an equal playing field for all forms of ideas, identities, and activities.
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Read this book. Tell everyone you know about it.
- By Joshua Daniel-Wariya on 06-06-19
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No Place to Hide
- Edward Snowden, the NSA, and the U.S. Surveillance State
- By: Glenn Greenwald
- Narrated by: L. J. Ganser
- Length: 9 hrs and 49 mins
- Unabridged
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In May 2013, Glenn Greenwald set out for Hong Kong to meet an anonymous source who claimed to have astonishing evidence of pervasive government spying and insisted on communicating only through heavily encrypted channels. That source turned out to be the 29-year-old NSA contractor Edward Snowden, and his revelations about the agency’s widespread, systemic overreach proved to be some of the most explosive and consequential news in recent history, triggering a fierce debate over national security....
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Best Read in Print Format
- By Alfredo Ramirez on 11-22-14
By: Glenn Greenwald
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Glow Kids
- How Screen Addiction Is Hijacking Our Kids - and How to Break the Trance
- By: Nicholas Kardaras PhD
- Narrated by: Jonathan Davis
- Length: 11 hrs and 5 mins
- Unabridged
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In Glow Kids, Dr. Nicholas Kardaras will examine how technology - more specifically, age-inappropriate screen tech, with all of its glowing ubiquity - has profoundly affected the brains of an entire generation. Brain imaging research is showing that stimulating glowing screens are as dopaminergic (dopamine activating) to the brain’s pleasure center as sex. And a growing mountain of clinical research correlates screen tech with disorders like ADHD, addiction, anxiety, depression, increased aggression, and even psychosis.
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Fear Mongering - a modern day Mazes and Monsters
- By Veronica on 11-03-20
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Tesla
- Inventor of the Electrical Age
- By: W. Bernard Carlson
- Narrated by: Allan Robertson
- Length: 16 hrs and 11 mins
- Unabridged
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Nikola Tesla was a major contributor to the electrical revolution that transformed daily life at the turn of the 20th century. His inventions, patents, and theoretical work formed the basis of modern AC electricity, and contributed to the development of radio and television. Like his competitor Thomas Edison, Tesla was one of America's first celebrity scientists, enjoying the company of New York high society and dazzling the likes of Mark Twain with his electrical demonstrations. An astute self-promoter and gifted showman, he cultivated a public image of the eccentric genius.
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A detailed examination of Tesla's work
- By Jean on 02-01-14
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Social Media Marketing Workbook: 2024 Edition - How to Use Social Media for Business
- By: Jason McDonald PhD
- Narrated by: Michael Goodrick
- Length: 14 hrs and 37 mins
- Unabridged
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Learn social media marketing in plain English—step by step! Buy the workbook used at Stanford Continuing Studies to teach social media marketing for business. The 2023 updated edition—all info verified and a new chapter on TikTok, plus revisions on LinkedIn, Facebook, and other major platforms....
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Great SM Reference
- By Anne on 12-31-18
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SQL QuickStart Guide
- The Simplified Beginner's Guide to Managing, Analyzing, and Manipulating Data With SQL
- By: Walter Shields
- Narrated by: Russell Newton
- Length: 4 hrs and 9 mins
- Unabridged
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Structured query language, or SQL (pronounced "sequel" by many), is the most widely used programming language in database management and is the standard language for relational database management systems (RDBMS). SQL programming allows users to return, analyze, create, manage, and delete data within a database - all within a few commands.
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Learn SQL
- By Nicole MommaKauk on 02-16-16
By: Walter Shields
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This Is Not a Game with Marc Fennell
- By: Marc Fennell
- Narrated by: Marc Fennell
- Length: 3 hrs and 19 mins
- Unabridged
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This Is Not a Game is the extraordinary untold story of the internet’s first conspiracy theory, the legend of Ong’s Hat. Marc Fennell will dive deep into a previously unexplored world of tech hippies, eccentric web subcultures and simmering paranoia, uncovering how this tongue-in-cheek artistic experiment backfired on its creator and went on to influence much of what’s wrong with the internet today.
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WOW!
- By pondo on 05-09-24
By: Marc Fennell