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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:
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:CEW BIRMINGHAM