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Why Managing Customer Emotions Is Even More Than You Think

Enghouse Interactive

Every organisation has what we call an ‘emotional signature’, a level of emotional engagement its customer experience creates with its customers. But which emotions should you try and evoke in your customers? What emotions are you are currently evoking at the Peak and End of your experience?

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The Remarkable Effect Facial Recognition Can Have on Your CX

Beyond Philosophy

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. So, What Do We Mean by Authentic Emotion Measurement?

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What Do The Pioneers of Customer Experience See for the Future: And What Should You Do About It?

Beyond Philosophy

From that moment on, and this occurred back around 2005, my company links our Customer Experience efforts to proof so that the champions of Customer Experience are not caught out as I was all those years ago in that German conference room. These clues affect our emotions, shape our attitudes, and guide our actions.

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Like Just About All of Their Customers… I LOVE Wegmans!!!

Beyond Philosophy

(sorry for the rest of you that don’t have a Wegmans nearby), has succeeded in creating an almost cult-like bond with its customers. Wegmans has constructed and sustained a culture where the customer truly comes first, and customer experience is the barometer by which it measures success.