A Fresh Take on Customer Experience

How Consumer Emotions Impact Customer Loyalty

In this webinar, we’ll examine why a large part of customer experience is about how a customer feels. Given this, it’s vital to consider what kind of emotions you’re trying to evoke if you wish to improve your net promoter score, customer satisfaction, or ROI. So what emotions should we be evoking?

Following two years of research with the London Business School, we’ve identified 20 emotions that drive value for your organisation. In this webinar, we’ll discuss these emotions and how you can use them to deliver a great customer experience — and look at organisations that have driven up their net promoter score by focusing on exactly this.

5 Key Practices From Behavioural Economics You Shouldn’t Overlook

• In the first webinar in this series, we looked at customer emotions. But to truly understand how to build a great experience, we need to identify how those emotions are evoked in the customer — captured in the science of behavioural economics, which examines how customers behave and how that behaviour affects money.
• We’ll examine a customer’s subconscious experience — the “hidden” experience that greatly contributes to how a customer sees you — and discuss how customers behave and make decisions, so you can use it to design an enhanced customer experience.

Why the Human Touch Matters More in the Age of AI

In the final webinar of this series, we look to the future and discuss how you can digitally transform your organisation’s experience and implement artificial intelligence — without losing the human touch that drives so much value for your customers.

We’ll discuss how to design your experience for the future, how to understand what customers feel when they use technologies such as facial recognition, and how customer emotions and behaviour manifest themselves in this new age of AI.