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'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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