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Differentiate Your CX with Emotional Connections

We’re experiencing an explosion of choices. The digitalization of industries allows consumers to source nearly anything they want from anywhere in the world. And this has led to the...

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Don’t Shy Away From Emotional Connections in the Workplace

Many organizations say that their employees are their most important assets, but few really know how their employees are feeling, or the effect those feelings on their performance and loyalty....

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What GDPR Really Means for Customer Data Analysis

If you haven't heard about the EU's General Data Protection Regulations (GDPR) by now, where have you been? Coming into effect on 25th May, GDPR affects any organization that holds or...

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Get to the Heart of the Matter by Quantifying Emotion

We like to think we’re capable of making purely logical decisions—but we’d be lying to ourselves. Studies show that many of our decisions are greatly influenced by emotion. And...

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The Role of Emotions in Customer and Employee Experience

In a world where many products and services are now seen as commodities able to be purchased anywhere, from anyone, and only when needed, many organizations are struggling to find and retain...

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How to Quantify Happiness, and Other Emotions

Why do some people make ‘illogical’ decisions, even when they think they are being rational and consciously weighing up their options? Is their thinking flawed, or is our understanding...

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Smart Devices Need Smart Customer Strategies

Mobility and digitization have fundamentally changed how customers connect with brands. There are more than 2 billion active smart devices in the market today. And the average user reaches for his...

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