[Video] Leading with Empathy: The Human Side of Customer Centricity

Hi Community,

We're excited to share the new video in the "Rarified Air" series on our InterSystems Developers YouTube:

⏯ Leading with Empathy: The Human Side of Customer Centricity

https://www.youtube.com/embed/qIb43czL9LY
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This episode explores what it truly means to build a customer-centric organization. The conversation traces a journey from early hands-on experience in support to leading innovation, showing how empathy, curiosity, and genuine care form the foundation of great customer relationships. The discussion highlights how technology, especially AI, can enhance, rather than replace, human connection. Real-world examples, from healthcare to Disney’s “magical” service model, illustrate how understanding people’s needs leads to better outcomes. Ultimately, the episode reminds us that true customer centricity begins with staying human, leading by example, and making an impact through every interaction.

Presenters: 
🗣 @John Paladino, Vice President of Client Services, InterSystems
🗣 @Alex MacLeod, Director of Healthcare Solution Support, InterSystems

Enjoy watching, and subscribe for more videos! 👍