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

Connecting the dots between sales, marketing, customer service & experience
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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 https://www.mycustomer.com/content/the-customer-emotion-guide 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



About Chris Ward

Chris Ward

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.


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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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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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22nd Nov 2017 11:15


For further listening, our series of podcasts can be found here: https://soundcloud.com/user-650735641

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