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TTEC Seminar - Analysing the Role of Emotions in Customer Engagement

10th October | London, UK

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?
 

SPOTLIGHT

NEWS AND EVENTS

Customer Experience Leader TTEC Recognised by Global Sourcing Association for Best Nearshore Team

Company also honoured as Top Performer in Strategic Sourcing. Read press release

CX Leader TTEC Wins Nine Stevie® Awards for Customer Experience Excellence

Read press release


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