2007, Call center experience and Personalization

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

Beyond Philosophy

MAY 8, 2019

These results were also published in my third book, The DNA of Customer Experience: How Emotions Drive Value (Palgrave Macmillan, 2007). If that was the case for your organization, then it’s clear to evoke feelings that customers are valued will mean redesigning the call center experience. If not, you won’t.

Construction

Construction Customer emotions Consulting Consulting

What’s the Deal with Air Canada?

Fonolo

APRIL 17, 2019

In 2007, it was the first in North America to introduce mobile check-in with electronic boarding passes. But despite all this appetite for automation, IATA finds that most people still want to talk to a real person when things go wrong. Air Canada has led its home country and continent in these innovations.

Airlines

Airlines Transportation Contact Center Self service

Customer Contact Central

Emotions Drive Spending, But Do You Know Which Ones Drive the Most?

What’s the Deal with Air Canada?

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