Enghouse Interactive

JULY 23, 2021

These emotions could be positive or negative. When applying these concepts to a customer experience organisations should understand how to positively define, engineer, and manage the memory of their customers. In a contact centre, organisations should understand: What is the Peak emotion of the call?

Customer emotions 98

Customer emotions Management Consulting Consulting 98

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Customer emotions drive customer behavior.

Customer emotions 256

Customer emotions Consulting Consulting Technology 256

Beyond Philosophy

NOVEMBER 19, 2020

Lewis Carbone is a Customer Experience expert and speaker, and founder of Experience Engineering. If you haven’t already, I suggest you read his book, Clued In: How to Keep Customers Coming Back Again and Again. These clues affect our emotions, shape our attitudes, and guide our actions.

Customer Experience 335

Customer Experience Customer emotions Customer centricity Consulting 335