Emotion Analytics is at the Heart of Customer Experience Innovation
MAY 21, 2019
And now, with the help of emotion analytics, more companies are tuning into their customers’ feelings in an attempt to learn what makes them tick. What is emotion analytics? Emotion analytics measures an individual’s verbal and non-verbal communication in order to understand their mood or attitude. Such feedback is collected at the end of a customer interaction and is biased by the outcome – it doesn’t tell the story of the ‘ups and downs’ of the episode.