Almost all human decisions have an emotional component – it is just a question of which ones and to what degree and most people are far from rational, most of the time.
Customer experiences – those that can dramatically effect outcomes – are a combination of what was done and how it was perceived. Customers are judging brands and their contact centres on more than just great operational effectiveness (they expect that): they want to be treated as unique human beings.
Hear from Peter Dorrington, Director of Customer Insights at TTEC, as he covers the following:
- Emotional & rational decision-making
- Why connecting emotionally with customers matters
- Some of the challenges & how to overcome them
- The Customer Experience Vector (CXV)
- The analytical process behind the CXV
- Example use cases for emotion analytics
- A case study
- Practical steps you can take today
Isn’t it time to put the ‘relationship’ back into Customer Relationship Management?