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
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| Anjali Lai, Senior Analyst, Forrester Research |
Colin Shaw, Author, Beyond Philosophy |
Lana Novikova, Founder and CEO, Heartbeat Ai |
Chris Ward Podcast Presenter, MyCustomer |
Replies (3)
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All the details which you have shared here are all correct and important thanks for sharing.
Excellent Podcast, thank you for sharing.
Business owners and managers may consider each of these points carefully.
Thanks.
For further listening, our series of podcasts can be found here: https://soundcloud.com/user-650735641