The battle for an emotional connection is the newest frontier in the battle for customer experience.Humans are emotional decision makers. It is not a great challenge to most people’s intuition to say so. When asked, most would accept that when making purchases, emotion plays a part in forming our beliefs and opinions, alongside rational thought and logic.
Los bancos ganaron la carrera de la eficiencia, pero perdieron la batalla por la lealtad. Con costos de adquisición en aumento y clientes que cambian por incentivos, la verdadera ventaja competitiva ya no es más automatización, sino comprender la intención del cliente en el momento clave.
The rise of AI promises to revolutionize countless aspects of our lives, but what about its impact on equality and diversity? Leading tech expert Sharifah Amirah, Chief Product Officer at IntentHQ, tackles this crucial question in a thought-provoking conversation with Multimodal’s Ankur Patel.
This week we were in New York to attend Forrester’s CX NYC, the 10th running of the event, with around 1300 business leaders converging to hear success stories and challenges with all things CX-related.