The CongaCX Lab is designed to be a resource to CX professionals interested in topics ranging from the role of emotion in guiding human behavior to case studies of CX design to ‘EXcerpts’, our blog and commentary on everyday customer experiences.
Articles/White Sheets/Reports (view all)
The New Science of Customer Emotions
The potential ROI from creating true emotional connection with customers.
Are Customer Emotions & Behaviour The Future Of CX?
A podcast presented by Bruce Temkin and Colin Shaw.
Sentinent’s ‘Emotional Taxonomy’ Connects Emotions and Behavior
An Emotional Motivation Framework For Understanding Consumer Behavior
Connecting Customer Experience with Business Value
Is there a correlation between great customer experiences and business performance?
Introduction To Metaphor Elicitation Research
Metaphor Elicitation Is Predicated On Two Foundational, Connected Beliefs
Connecting with Consumers Using Deep Metaphors
A Harvard Business School, HBS Working Knowledge Article