Innovator | Thought-provoker | Empathy ambassador | Inventor | Change Agent | Trusted Partner | Confidante |


Natalie Petouhoff

Since the time I could read, I have loved books. My parents were still in college when they had me so I have always been surrounded by smart people, wise beyond me, that fueled me to write the book I wrote and my passion for creating more empathy ambassadors. To ask me to pick only 10 favorite books was nearly impossible. Having said that, what I focused on in this list is books that are and have led the way for transformation—both on a personal level and professionally and for business as well.

DR. NATALIE PETOUHOFF is Senior Customer Experience Strategist and Business Consultant at Genesys®, and co-author of the new Wall Street Journal Business Bestselling book, “Empathy in Action: How to Deliver Great Customer Experiences at Scale.” Her career spans many years in technology and customer and employee experience, holding positions in and consulting at companies including Salesforce, Hulu, Marriott, General Motors, Sony Pictures Entertainment, Pepsi, Verizon, Best Buy, Procter & Gamble, Chevrolet, and Electrolux, to name a few.

Her Ph.D. in Material Science and Engineering from the University of California and years as a “rocket scientist” provide her with the left-brain skills to strategically analyze how things work and redesign the world for a better future. In her endeavors, Natalie has focused on the interplay between the evolution of technology and who we are as humans.

As a speaker and participant at Singularity University, she’s captivated by the rapid advancement and impact of exponential technologies and how they are reshaping our lives and businesses.

Natalie’s current passion is shifting outdated paradigms by juxtaposing current beliefs with seemingly contradictory ones to reveal insights to drive the future of work, customer’s experiences, businesses, and humanity forward. She believes we can imbue technology with our hopes and dreams for a future focused on bettering humanity. We just need to understand what we are optimizing for and why.

My 10 Best

(In no particular order)

The Four Agreements
by don Miguel Ruiz


Reveals the source of self-limiting beliefs that rob us of joy and create needless suffering so that we can become who we truly are meant to be.

Season of Life: A Football Star, a Boy, a Journey to Manhood by Jeffrey Marx


In a world where new leadership models are necessary to create a world where people are loving, kind and support one another, this book is a glowing example of what it means to be a leader.

The Cluetrain Manifesto by Rick Levine, Christopher Locke, Doc Searls and David Weinberger


These authors said there would be a place and time where the voices of employees and customers would be heard, globally, They wrote it in 2000 and when you read it, it is as if they wrote it yesterday. We are here, now. They predicted the future, a future which can only be made better if we are conscious about the choices of technology and how we use them for the good of people—customers, employees & citizens.

Crossing the Chasm
by Geoffrey Moore


While it seems this book is about how to sell a technology product to different personas, it is far deeper than that. It is the ultimate guide on knowing your audience, what they care about and why they buy. if you understand these different market segments, you can become a category creator and a market maker.

Bold – How to Go Big, Create Wealth and Impact the World by Peter Diamandis


Bold is a book about the art of the possible, showing us that there is enough for everyone, especially with advancing exponential technologies that make things possible in ways that have never been possible before.

Clicking – 17 Friends that Drive Your Business and Your Life by Faith Popcorn


As one of the top trend casters, she has lead the way for female thought leaders through her insight and foresight.

Social Intelligence
by Daniel Goleman


This book exemplifies that we are social creatures in a “neural ballet” that connects us brain-to-brain, and when we begin with empathy, and sit in the seat of the other, we see the world through their eyes and we engage in that neural ballet that creates far more meaningful and rewarding experiences.

The Tipping Point
by Malcolm Gladwell


This book explores the science behind viral trends in business, and how little things really make the BIG difference.

Start with Why – How Great Leaders Inspire Everyone to Take Action By Simon Sinek


Most leaders have the impression, from decades and centuries of leadership principles that leadership is about “power over people”, when it is simply the ability to inspire others to be their best.

The Experience Economy
by Joe Pine


Many companies think they are selling a product or a service, when in fact they are selling a memorable experience for which, the better the memory, the more repeat business, which is key because we are now in the experience economy