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Tony Bates is Chairman and CEO of Genesys, leading the company’s strategy, direction, and operations in more than 100 countries and overseeing a global team of more than 6,000 employees.
Tony has decades of experience steering business-to-business and business-to-consumer companies through major market transitions. His career began in network operations and internet infrastructure, teaching himself to code during his daily train commute. He swiftly gained the business acumen to advance into trusted executive roles at some of the world’s most respected global SaaS companies.
Career highlights include leading Cisco’s Service Provider business, growing its Enterprise and Commercial division to more than $20 billion in annual revenue, and serving as CEO of Skype, where he was responsible for expanding the business to over 170 million connected users. Once Skype was acquired by Microsoft, Tony became president where he was responsible for unified communications before serving as executive vice president of business development and developers.
Tony capitalized on his commute time to his first job at the University of London Computer Centre, by teaching himself how to code on the London tube through DEC manuals.
Tony Bates is Chairman and CEO of Genesys, leading the company’s strategy, direction, and operations in more than 100 countries and overseeing a global team of more than 6,000 employees.
Tony has decades of experience steering business-to-business and business-to-consumer companies through major market transitions. His career began in network operations and internet infrastructure, teaching himself to code during his daily train commute. He swiftly gained the business acumen to advance into trusted executive roles at some of the world’s most respected global SaaS companies.
Career highlights include leading Cisco’s Service Provider business, growing its Enterprise and Commercial division to more than $20 billion in annual revenue, and serving as CEO of Skype, where he was responsible for expanding the business to over 170 million connected users. Once Skype was acquired by Microsoft, Tony became president where he was responsible for unified communications before serving as executive vice president of business development and developers.
Tony capitalized on his commute time to his first job at the University of London Computer Centre, by teaching himself how to code on the London tube through DEC manuals.
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.
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.
The majority of companies still focus on business-centric goals. And whilst this approach worked in the past, this long-held belief won’t continue to drive business growth in the future. Today, 71% of these same organizations cite their overall customer experience as their top KPI, but only 13% of them self-rate their customer experience delivery as scoring a 9/10 or better.
On your podcast, Tony can talk about how the way customers and employees are treated influences a company’s overall success and growth. Tony can show exactly how putting empathy into action transformed Genesys from a 30-year-old business-centric company to a company ready for a new era of customer-centricity.
A blind spot is something that you don’t know. Shining a light on them puts them squarely in your line of sight; once visible, they are an opportunity to rethink the way companies are run. When blind spots remain out of sight in this way, they present hidden obstacles that trip up businesses and prevent them from delivering the intended result.
On your podcast, Tony can talk about how by uncovering the outdated operating mindsets and stale paradigms, organizations can rethink the way they run their business. Specifically, how C&E-centric (customer/employee-centric) companies create personalized experiences to increase loyalty and grow revenue 2.5 times faster than their industry peers (Source: HBR).
During the last two years, the pandemic has accelerated the need to address customers’ needs and concerns in a personalized way. That means not to just push a lead down the funnel. In other words, transformational tops transactional. And even in the B2B space, buyers are looking for relevant and empathetic engagement, not just a sales call.
On your podcast, Tony can talk about how consumers want results right away through personalized experiences and why tech companies lack empathy and struggle to provide this. Tony can show how implementing trust-based organizational models and empathetic cultures can increase profit and morale.
In our new business paradigm, innovation and success no longer depend on the old model of business-focused efficiency and effectiveness. According to Singularity University (SU), when two or more exponential technologies are combined to solve a previously unsolvable challenge, the possibility of developing a solution similarly increases exponentially.
With Tony’s tech background, he can talk about technologies that are enabling radical advances in the personalization of customer and employee experiences. He’ll expand on ML (machine learning) and AI-enabled chatbots and agents; mobile business applications; fully digital customer experience management platforms, etc. This topic is a great fit for tech-oriented business audiences.
If there is a specific topic you would like Tony to focus on during the interview that is not listed here, please do let us know.
We would be more than happy to run this by Tony to see if he was able to talk in detail and deliver value to your audience.
