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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 dehumanizes 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.

The world of business is constantly changing, as is the role of the corporate communicator. This volume adds to the Business Expert Press series on public relations edited by Don Stacks and Donald Wright by explicating the new role of the senior corporate communicator officer, the CCO, in an ever-expanding world of international corporations.

This book critically analyses the role of Corporate Social Responsibility (CSR) in achieving sustainable development in emerging economies.

This book critically analyses the role of Corporate Social Responsibility (CSR) in achieving sustainable development in emerging economies.

Raising ethical concerns to more senior leaders can be quite intimidating as 'speaking truth to power' can have serious consequences for someone's career, so senior public relations executives have mastered the art of using less confrontational strategies. This book ranks and describes these various strategies with specific examples.

This book focuses on business ethics after the GFC; not on the crisis itself, but how we should respond to it. It presents examples of the latest philosophically-informed thinking across a range of ethical issues that relate to business activity,

This is the first book on climate denial and lobbying that combines the ideology of denial and the role of anthropocentrism in the study of interest groups and communication strategy, and presents a critical approach to climate change denial from a strategic communication perspective.

Originally published as a special issue to celebrate the 20th anniversary of the Journal of African Business, this book delves into contemporary issues in business and business knowledge development in Africa.

This is a practical guide to leadership in the twenty-first century. Building on the `4+1¿ model outlined in the author's original book "Mapping Motivation: Unlocking the Key to Employee Engagement", the book covers the motivational side of leadership and explores in detail the skill sets necessary for today¿s leaders in the workplace.

This book provides a fresh perspective on different knowledge related topics in an international landscape, highlighting the key role of knowledge and its management in business activities.

The book provides the reader with real, updated insight into ethical decision making; helps students integrate ethics, branding strategy, and real life, complex situations into an effective learning process; and provides the reader with up-to-date ethical branding cases from around the world.

The Autonomous Vehicle (AV) has been heralded as the most exciting innovation in automobility for decades. This book is the first to address the environmental and social sustainability outlook for AVs.

This book provides a holistic and systemic approach to both studying and solving wicked problems. Within the chapters of this book, macro-social marketing approaches to analysing and defining wicked problems, to identifying stakeholders and potential ripple effects, and implementing macro-level change are presented.

The Second Edition of this popular text maintains a scholarly approach, providing students with an up-to-date understanding of both the theory and practice of social media marketing whilst taking a thorough refreshment of the cases, examples and the literature.

Tom Elfring, Kim Klyver, and Elco van Burg propose a new perspective on entrepreneurship and demonstrate how networking is the core of entrepreneurial action. Showing that your networking behavior is equally important to who you already know, this book addresses the importance of networking for business venturing.

WHY SHOULD YOU READ THIS BOOK?Are you struggling to sell your product, service or idea to the market? Clay Clark is a master of selling and now he wants to teach you his proven processes, scalable systems and sales mastery moves in a humorous and practical way.WHAT WILL YOU LEARN IN THIS BOOK?- Why If You Aren't Getting Rich Don't B#%$, Just Implement the Super Moves I Use- How to Construct the Ultimate Scalable Sales System- How to Diagram Your Sales Plan- The Three Ways to Get Rich and Why It's More Painful to Be Poor Than Rejected- Why At the Top, Everyone Can Sell- How to Cut Through the Clutter of Commerce - The Law of Credibility to Work on Your Behalf - The Power of Proof Statements- How to Create Your Scalable Sales Script- The Art of the Cold Call Learning to View Rejection as Just Another Step in the Right Direction- Why Even With Great Sales Systems without K.P.I.'s (Key Performance Indicators) Your Sales Will Die- Why Training Great Salespeople Is Not an Event, It's a Process- Why You Must Commit to Taking Your Communication Skills to the Next Level- How to Determine the Other Problems That You Can Solve for Your Ideal and Likely Buyers That Now Both Like and Trust You- How to Properly Price Your Products and Services- Why You Must Not Complicate the Strategy: Call Them All Until They Cry, Buy or Die- Why This Can Be Your Year to Start Thriving and to Move Beyond Just Surviving