Emotions, Behaviors, CX, and Colin Shaw

Are Customer Emotions & Behaviors the Future of Customer Experience? That’s a question that Colin Shaw and I recently discussed/debated during a joint webinar. You can see a recording of the session below.

If you don’t have time to watch the recording, then here’s a quick summary: “Yes!

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.

Here’s some related content:

The bottom line: Great customer experience requires a strong focus on emotions & behaviors.

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (CXPA.org), and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile: www.linkedin.com/in/brucetemkin

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