Peter Dorrington and Björn Kälin
Member Since: 24th Jun 2021
Björn Kälin is co-founder and chief customer officer of Anthrolytics. He implements Digital Empathy projects and advises leadership teams on how to connect customer experience and employee experience. He is passionate about bringing people together to create amazing things with Digital Empathy. In his career he has led teams at Fortune 500 companies who successfully connected employee and customer experience management to drive sustainable results.
Peter Dorrington is co-founder and chief strategy officer of Anthrolytics and an expert in using a combination of data and behavioural sciences to lead transformation in the field of Experience Management (XM). As the inventor of Predictive Behavioural Analytics, Peter is an internationally recognszed expert in the field of Customer Experience analysis. Peter has worked on programs in both the private and public sectors, including one of the world’s largest retail banks, automotive manufactures, the defence and healthcare sectors.
28th Jun 2021
Don't overlook the important role of employee emotion in the customer experience
When we talk about business, we too often tend to forget that ‘doing business’ usually means an interaction between people. We talk about...Engagement