CX Leader Session 2022 InMoment

2022 CX Leader Sessions kicks off with roundtable discussion about emotion


Season two of our annual CX Leader Sessions kicked off with a live virtual roundtable debate on the topic of customer emotion and how to design customer journeys with emotion in mind. You can now watch it on-demand. 

26th Apr 2022

A prized panel of industry experts and organisational CX leaders hosted the inaugural live talk to kick off MyCustomer’s CX Leader Sessions 2022 - and for those who missed it, you can now watch it on-demand

The month-long series of on-demand and live digital talks is aimed at helping customer experience professionals further enhance their skillset via advice and best practice from fellow real-world CX leaders and some of the world's most influential thinkers. 

The first session saw emotional analytics guru and founder of XMplify, Peter Dorrington, joined by senior manager of CX and insight for Aegon UK, Iain O’Connor, senior manager of CX insight for Virgin Money, Madeleine Linden and VP for CX strategy at InMoment, Simon Fraser.  

The session focused on the need to understand customer emotion and improve empathy in organisations and how major organisations are putting theory into practice.

It discussed:

  • Why are emotions important and why?

  • What can we do to detect emotions and their role in customer behaviour?

  • In the future, what would a great 'empathic' customer experience look like? How would it be different?

  • How can we design customer journeys with emotions in mind?

  • How do we create the processes required to start monitoring, analysing and actioning emotion derived from customer interactions?

Live attendees also pitched their questions to the panel throughout the course of the session.

You can now watch the whole session on-demand

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