Peter Dorrington

Peter Dorrington

Title: Director of Customer Insights

Company: TTEC

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Using Emotion Analytics to deliver world-class customer experiences.


Almost all human decisions have an emotional component – it is just a question of which ones and to what degree and most people are far more influenced by their emotions than they think.


Customer experiences – those that can dramatically effect business outcomes – are a combination of what was delivered and how it was perceived. Customers are judging brands and their contact centres on more than just efficiency and effectiveness (they expect that): they want to be treated as individuals too. Join Peter Dorrington, Director of Customer Insights at TTEC as he covers:

  • Why connecting emotionally with customers matters.
  • Understanding human decision-making & the role of emotions.
  • Some of the challenges & how to overcome them.
  • A new way of using emotion analytics for the contact centre.
  • What it takes to score the whole customer base, every day.
  • Example use cases for emotion analytics.
  • A case study.
  • Practical steps you can take today. Customer Relationship Management needs to focus on relationships and no relationship is defined by a single moment or a single emotion.

About the speaker

Peter is the inventor of the Customer Experience Vector (CXV) - a new and unique method of combining data science with behavioural science to predict customer actions. He is a board-level adviser, information strategist, public speaker and leader with nearly 25 years’ business development and operational experience in BI & analytics, customer experience and omni-channel engagement.


Peter will be speaking at: