Beyond Philosophy

AUGUST 29, 2016

In other words, understanding the emotions your experience creates are the key to understanding why customers do what they do. Predictive Analytics is a field exploring this idea in detail. In predictive analytics, analysts use predictive modeling, which is using statistics to predict what will happen next.

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Beyond Philosophy

NOVEMBER 8, 2017

Maybe this is because ‘customer satisfaction’ is such a ubiquitous phrase that it’s thought to be a standard for understanding behavior and designing experiences. Maybe it’s just analytical complacency. It’s a result or an outcome, rather than an emotional driver. Here are several pieces of content to support this point of view.

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Consulting Consulting B2B Metrics 150

Clarabridge

SEPTEMBER 21, 2017

as opposed to emotional success (I got my problem completely sorted) as might be considered by the customer. It requires making it easy for the customer to engage with the brand and then ensuring that when they do, the touchpoint delivers an emotionally satisfying experience that is aligned with the brand purpose or promise.

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Average Handle Time Metrics Customer emotions Consulting 45

CSM Magazine

JUNE 27, 2018

Recent advances in artificial intelligence (AI), spurred on by technology giants such as Alphabet, Amazon and IBM, are making AI-based technology much more accessible to customer service departments in every sector. That’s why today’s AI is best directed at internal employee support rather than customer-facing bots.”.

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