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.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.