Dr. Natalie Petouhoff Email & Phone Number

Dr Natalie Petouhoff, author of a Wall Street Journal Best-Selling book on Artificial Intelligence and Customer Experience, is a Senior Advisor to Machani Robotics and IndiVillage. In this role, she brings her deep commitment and expertise in empathetic AI to guide both organizations toward impactful, human-centered AI technology solutions. At Machani Robotics, she advises the development of RIA, an advanced humanoid robot, and its LLMs, designed to respond to human emotional needs—especially for vulnerable communities in elder care, on the autism spectrum, and in high-stress industries. Dr. Natalie brings her extensive background in empathy-driven AI to ensure RIA can tailor interactions to each specific customer/audience in deeply respectful, intuitive, and responsive ways.In her advisory role with IndiVillage, Dr. Petouhoff supports the company’s commitment to leveraging AI as a force for positive social impact. With her guidance, IndiVillage aims to uplift rural communities in India through sustainable employment in AI and data services, reinvesting profits into local education, healthcare, and infrastructure. Drawing on her unique blend of economic insight into the benefits of empathy-as-a-business and technology strategy, Dr. Natalie is uniquely qualified to help companies reduce costs and generate new revenue.Her spiritual grounding in empathy and compassion is enhanced by her most recent studies in India with the Dalai Lama’s monks, nuns, historians, teachers, and locals, as well as, the Monlam AI Project, an initiative focused on Tibetan language preservation and cultural heritage through artificial intelligence. Dr. Petouhoff brings these and many other diverse perspectives to Machani Robotics and IndiVillage, integrating empathy into every layer of the business models. These approaches benefit individual users and foster a broader mission of human flourishing and inclusive growth through technology and AI.

Redwood City, California, Us

As an advisor to Observe.ai, I work with the CMO and CRO on marketing, positioning, and thought leadership, as well as, helping CX leaders understand the benefits and uses of Generative AI, determine the benefits and best solutions available based on their specific business requirements.

CX - AI Software Vendors, Private Equity/VC tech investors:• Business development - Drive demand gen with thought leadership: speaking, webinars, white papers, research, and facilitating customer conversations / birds-of-a-feather focus groups to determine sales objections and deal breakers / close deals• Strategy - develop/review market positioning/differentiation, business cases, ROI, TCO• Marketing - Strategy, competitive differentiation, unique selling proposition, brand narrative & language• Sales – differentiated, value-based sales to drive ROI• Analyst relations – how to get enterprise-level analyst coverage - MQ & WAVEs optimization •••••••••••••••Chief Customer Officer, CX Leaders, or CHRO's:• Understand how to apply AI to your organization• Evaluate customer/employee centricity to reduce AHT, inc FCR / CSAT using the Empathy + AI Economic Model• Evaluate software vendors & choose technology using a 3rd party, objective vendor comparison platform• Review CX/EX strategy, planning & execution• Optimize CX/EX metrics and measurementHere is more info on AI consulting and training:https://drive.google.com/file/d/1UJEtugZcKIfhNVdtF3zw_Qq6v5EDf0IU/view

San Francisco, California, Us

We evaluated the current state of customer and agents experience, determined the gaps, and implemented a future state program.The goals were to:• Incorporate AI into the employee experience to automate and reduce repetitive tasks • Improve the self-service chatbot experience • Create consistent customer and employee experiences between BPO providers and internally owned contact centers • Reduce AHT while increasing FCR and customer and agent satisfaction• Develop consistent policies, workflow, and knowledge-base content• Reduce escalations and customer effort and frustration / reduce customer’s “agent shopping”• Create training to help agents deliver more customer-centric experiences• Define a brand voice and response representative of the brand’s valueResults: Created a people-centric initiative with 15,000 agents in 11 countries in 37 sites sourced from 8 different outsourcers who worked alongside the 250-member leadership team. We reduced the AHT by 30% and escalations by 50%, increased customer and employee satisfaction, and drove 11% incremental new revenue.

Menlo Park, Ca, Us

BUSINESSS DEVELOPMENT- As part of a strategic account team, partnered with AEs & SEs to deliver value-based, consultative sale presentations to discern the potential & current customer challenges- Guided application of AI-based customer journey software to orchestrate/enrich CX: sentiment, intent, agent-assist, next-best actions, content, ACW summary transcriptions, routing, predictive analytics; WEM: training, performance management, gamification, forecasting, schedulingSALES ENABLEMENT- Transformed go-to-market AI positioning from a contact center to AI-experience orchestration vendor- Improved sales effectiveness; “order-taking” sales culture into a value-based sellers organization via work pods; stand & deliver best practicesBRAND AND MARKETING POSITIONING- AI CX and EX Maturity Assessments and Index: A patent-pending Index & sales tool, correlating AI-driven employee and customer experiences to improved business KPIs. Benchmarked customer’s current state, gaps, and systemically delivered people, process, strategy, and technology recommendations - Redefined the brand’s “why” by translating complicated technological product and service capabilities (AI, data, and cloud) to create the visual brand language and narrative/messaging resulting in competitive market differentiation, unique selling propositions & new industry sectors: the experience orchestration, experiences-as-a-service, and empathy-as-a-service markets- Thought Leadership: Market positioning and brand visibility via playbook for the experience orchestration market, in various forms:• Publishing a Wall Street Journal Best-selling book: Empathy in Action• Writing, directing, and producing 80 minutes of snackable, Netflix-style training to recalibrate sales organization to the new brand positioning from on-prem contact center to SaaS AI solution• Thought leadership content and amplification of white papers, ebooks, webinars, podcasts, client presentations, event speeches, and book signings

San Francisco, California, Us

As part of a multidisciplinary sales motion (Marketing, AEs, SEs, AI product managers, analyst relations, and customer success teams) delivered art-of-the-possible AI software sales advisory to earn client trust by using my background as an innovator and futurist, increasing closure rates by 30% and upsell by 20%.Helped Chief Customer Officers, Heads of Customer Experience, Customer Service, and Contact Centers to choose software to meet their business goals while improving both the customer and the employee experience using Predictive AI and RPA.

San Francisco, California, Us

Drove opportunity identification and needs analysis, solutions strategy and value proposition, implementation, and customer success by inspiring leaders to embrace new mindsets, strategies, and technologies to achieve their most ambitious goals using human-centered design thinking, and organizational change management in Customer Service, Field Service and IoT, Communities, Marketing, and Social/Digital Media.Guide brands to use the software they bought get obtain their business goals and enhance customer success management.

Los Angeles, California, Us

Lectured at MEMES Summer Institutes at UCLA Anderson and UCLA Extension. Courses include business transformation, digital, social, big data, AI, cloud and other exponential technologies transforming Marketing, Sales and Service as well as business growth models faster than any time in history.

Monte Vista, California, Us

Dr. Natalie's research focused on: • Contact Centers, Customer Service, Customer Experience• Employee Experience and Sales Performance • Use of big data and analytics Named in the Top 20 Most Powerful Analysts in the world, she advised senior leadership teams to create strategic customer service, customer experience, online communities, marketing, IoT strategies along with the insights from big data to inform their businesses and create solutions that drive increased customer lifetime value and return on investment (ROI.)

Clients called on Dr. Natalie to: 1. Improve their Customer Service, Field Service and IoT, Customer Experience, Marketing and CRM 2. Get started & fast-track Initiatives3. Measure & optimize those Initiatives4. Vet & choose from top software to scale and optimize business results5. Optimize change and organizational alignment to maximize business results6. Speak, train & educate executives/ staff on starting, fast-tracking and measuring customer experience, customer service, digital/social media, marketing, PR and innovation and integrating them with traditional business operations.Dr. Natalie helped organizations by using best practices assessments. The result? A short and long-term strategy, plan and roadmap to success, guiding Implementation and Integration of strategy and plans.Dr. Natalie provided guidance to take strategy and implement it to get business results by:• Evaluating software vs. business results • Looking at their business goals and choosing the technology to meet those goals• Setting-up measurement and business value programs.• Designing social media training & organizational alignment• Determining an organization’s readiness to adopt new practices and/or technology via leadership and organizational change management assessments & D.I.S.C., accompanied by social media training.

• Delivered branding, customer experience, digital media, content marketing, product marketing services• Connect start-ups with VCs and other investors• Provide strategic planning and tactical implementation plans and guidance• Develop strategic research content and authored industry reports• Guide competitive analysis and positioning strategies for PR, Marketing, and Sales• Review product development road map, features, functions, and benefits• Calculate the Return on Investment (ROI) for the brand's clients and create case studies

New York, Ny, Us

Dr. Natalie served as the Chief Strategist in the Measurement and ROI as well as the Digital Communications & Social Media organizations with a world-wide practice role in support of client growth, practice development and thought leadership. Her primary focus was to consult with clients and account teams on new forms of communication, taking advantage of technology innovations, changing consumer behavior and social networking.

Cambridge, Ma, Us

Dr. Natalie was a analyst who covered the ROI and measurement of Customer Service, Contact Centers, Customer Experience, Social Media, CRM, Marketing, Sales, and Organization Change Management. She is a highly sought after TV commentator and thought leader who appears on ABC, NBC, radio, and print. Dr. Natalie's practical experience helps guide CxO leaders to make great business decisions by providing executable strategies that improve the bottom-line.

Santa Clara, California, Us

Provided CRM, Marketing, Sales, Customer Service and Customer Experience consulting to top tier clients. Worked with firm's PR company, Weber Shandwick, and Hitachi Consulting's PR and Marketing departments to enhance firm's external facing marketing and thought leadership through webinars, white papers, conferences and speaking engagements. Created Credibility Branding Program for Individual Consultants to increase their own individual brands as well as enhance the firm's brand equity. Dr. Natalie was an invited guest speaker providing client's executives with trends, thought leadership and business advice to move their customer-facing groups towards customer-centricity. In addition to consulting and special executive advisory roles, Dr, Natalie directed thought leadership for client's, Marketing, PR & Sales to gain a competitive edge. The thought leadership included: print, radio & TV initiatives to expand brand credibility, ROI & increase lead-to-sales conversion rates. Authored & ghost wrote for executives: books, white papers & articles. 100% article placement in industry publications.Books: Authored Prentice Hall Book: Reinventing Your Contact CenterGhostwrote for executives: The Leadership AdvantageSpeaking Engagements: Gartner CRM Summit & Call Center 2.0 ConferenceArticles: CRM Magazine Column, Peppers & Rogers 1-to-1, CustomerTHINK & Customer Interactions SolutionsPartial List White Papers• Return on Advertising Dollars (ROAD)• Return on Marketing Dollars (ROMI)• Dr. Nat quoted in Forrester Research --Expert in Employees as Your Brand Ambassadors• Call Center as Brand Ambassadors• Organizational Change Management: How Dynamic Leaders Lead Change Differently• Customer Data Privacy & Protection• Knowledge Management• Customer Lifetime Value

Gb

Ran CRM, Marketing, Sales, CustomerService/Call Center/Customer Experience practice, consulted with clients and business development as well as developed marketing and sales collateral. Worked directly with PWC's marketing and PR department's to promote the practice's world-wide capabilities to enhance the brand equity.

Los Angeles, California, Us

Worked at General Motors Research Labs and Awarded a GM Fellowship for a Ph.D. in High Energy Particle Physics and Material Science with research at Oakridge National Labs. Chairman of UCLA Technology Symposium and Graduate Student Rep (voice of students.) Re-engineered UCLA course curriculum to be more hands-on and interesting to undergraduates. Changes in curriculum increased enrolled in department by 35%. Taught science & engineering courses. Created mentoring outreach program at local elementary and high schools.

Ai Creator Pro Mastery Course, Ai For Business Leaders

Disruptive Strategies And Innovation For Growth

Exponential Innovation Course, Exponential Organizations And Exponential Technologies

B.S. And M.S., Metallurgical Engineering

Education record

Ph. D.

Education record

Education record