One of pioneers in Emotive CX is Seth Grimes. He has been running conferences for the last decade on the topic. Seth ran a London version recently even though delegates registered across the globe. Something I’m sure will become more frequent in virtual conferences going forward.
The agenda was jam packed with topics themed around emotion. From professional researchers talking about how they tap into consumer emotion to facinating dives into the complexities of developing effective algorithms from deep learning specialists and platform owners.
Non technical contributions came from Sandra Thompson on EQ and myself on Emotive CX for Customer Interaction.
iIncidentally, if this is a topic of interest I fully recommend attending one of Seth’s conferences in future. Great value for a richly entertaining agenda.
I was asked to deliver a 40 minute masterclass which Seth recorded and I can now offer for your own viewing pleasure. Hope you enjoy it.
These are the topics I covered.
1. Definitions & Why Now
2. Emotion & Loyalty
3. Emotive CX Psychology
4. Emotive CX ROI
5. Emotive CX management
If you want to know more about developing a pilot, here is the information.
