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Podcast: Why it's time you understood your customers' emotions

13th Nov 2018
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Harvard Business Review states that "making an emotional connection with a customer is now more important than delivering satisfaction".

In this podcast we look at why customer emotions matter - which emotions matter most, the science underpinning the analysis of emotion in customer experience, the technology being used to measure emotions, and whether machines may one day be better at reading human emotion than humans themselves.

We enlist the help of Forrester Research's senior analyst, Anjali Lai, author and customer experience guru, Colin Shaw and founder and CEO of emotion analytics provider, Heartbeat Ai's Lana Novikova.

Visit for our full guide to customer emotions

Anjali Lai Colin Shaw Lana Novikova Chris Ward
Anjali Lai,
Senior Analyst,
Colin Shaw,

Lana Novikova,
Founder and 
Heartbeat Ai

Chris Ward



Replies (3)

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By dellsupport
16th Nov 2017 09:11

All the details which you have shared here are all correct and important thanks for sharing.

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call center solutions
By ARC Pointe Call Center
20th Nov 2017 01:10

Excellent Podcast, thank you for sharing.
Business owners and managers may consider each of these points carefully.

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Chris Ward
By Chris Ward
22nd Nov 2017 11:15


For further listening, our series of podcasts can be found here:

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