Are Customer Emotions & Behaviour The Future Of CX?
Bruce Temkin and Colin Shaw, two of the premier thought leaders in CX, presented a podcast that stressed the role of addressing customers’ emotions in CX Design.
Customer experience is all about people (human beings!) who don’t behave as rationally as many people tend to believe, and they are often driven to action based on their emotions. Customer experience efforts must do a much better job of dealing with this reality, with both customers and employees.