Search a title or topic

Over 20 million podcasts, powered by 

Player FM logo
Artwork

Content provided by UserTesting. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by UserTesting or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
Player FM - Podcast App
Go offline with the Player FM app!

Leading customer-centric transformation with empathy and AI with Tabitha Dunn

25:08
 
Share
 

Manage episode 489031276 series 3400520
Content provided by UserTesting. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by UserTesting or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

Episode web page: https://bit.ly/43Gxevp

-----------------------

Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?

Send me a voice message via email at [email protected]

-----------------------

In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience (CX) leader Tabitha Dunn to discuss the intersection of empathy, artificial intelligence, and change management in building truly customer-centric organizations. Drawing on her executive experience leading CX and digital transformation at global brands, Tabitha shares actionable insights for business leaders navigating innovation and AI implementation—without losing sight of the human element.

Listeners will learn why beginning with an "empathy tour" is essential, how to avoid common pitfalls in transformation initiatives, and why governance and usability must be balanced in any AI strategy. Plus, she shares how CX leaders can broaden their influence by becoming fluent in cross-functional collaboration, change management, and business impact storytelling.

Topics Covered:

  • The Empathy Tour: Why leaders must deeply understand employee and customer perspectives before initiating change.

  • AI with Purpose: How to evaluate AI technologies through the lens of real human needs—not hype.

  • Governance Meets Usability: Balancing privacy, personalization, and user experience in AI-driven systems.

  • Cross-Functional Buy-In: Tips for engaging finance, IT, and product teams in CX-driven transformation efforts.

  • Skills for Modern CX Leaders: Why CX professionals should add sales training, change management, and project management to their toolkit.

  • Avoiding Common Missteps: The three most frequent reasons transformation initiatives fail—and how to prevent them.

  • Tabitha to the Rescue: How Tabitha steps in to course-correct projects that are stalling or misaligned.

Resources & Links:

  continue reading

182 episodes

Artwork
iconShare
 
Manage episode 489031276 series 3400520
Content provided by UserTesting. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by UserTesting or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://staging.podcastplayer.com/legal.

Episode web page: https://bit.ly/43Gxevp

-----------------------

Got a question? Want to recommend a guest? Or do you want to tell me how the show can be better?

Send me a voice message via email at [email protected]

-----------------------

In this episode of Insights Unlocked, hosts Nathan Isaacs and Bobby Meixner welcome customer experience (CX) leader Tabitha Dunn to discuss the intersection of empathy, artificial intelligence, and change management in building truly customer-centric organizations. Drawing on her executive experience leading CX and digital transformation at global brands, Tabitha shares actionable insights for business leaders navigating innovation and AI implementation—without losing sight of the human element.

Listeners will learn why beginning with an "empathy tour" is essential, how to avoid common pitfalls in transformation initiatives, and why governance and usability must be balanced in any AI strategy. Plus, she shares how CX leaders can broaden their influence by becoming fluent in cross-functional collaboration, change management, and business impact storytelling.

Topics Covered:

  • The Empathy Tour: Why leaders must deeply understand employee and customer perspectives before initiating change.

  • AI with Purpose: How to evaluate AI technologies through the lens of real human needs—not hype.

  • Governance Meets Usability: Balancing privacy, personalization, and user experience in AI-driven systems.

  • Cross-Functional Buy-In: Tips for engaging finance, IT, and product teams in CX-driven transformation efforts.

  • Skills for Modern CX Leaders: Why CX professionals should add sales training, change management, and project management to their toolkit.

  • Avoiding Common Missteps: The three most frequent reasons transformation initiatives fail—and how to prevent them.

  • Tabitha to the Rescue: How Tabitha steps in to course-correct projects that are stalling or misaligned.

Resources & Links:

  continue reading

182 episodes

All episodes

×
 
Loading …

Welcome to Player FM!

Player FM is scanning the web for high-quality podcasts for you to enjoy right now. It's the best podcast app and works on Android, iPhone, and the web. Signup to sync subscriptions across devices.

 

Copyright 2025 | Privacy Policy | Terms of Service | | Copyright
Listen to this show while you explore
Play