Charlie Godfrey - Senior Director at Genesys [Empathy]

Press 1 For Nick

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? *** ABOUT NICK GLIMSDAHL Subscribe to my weekly newsletter Find me on Twitter Find me on LinkedIn *** LISTENER SUPPORT Support this show through Buy Me A Coffee *** BOOK RECOMMENDATIONS: Learn about all the guests’ book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY: VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES: Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ --- Send in a voice message: https://podcasters.spotify.com/pod/show/press1fornick/message