“Left me hanging on the phone” – High Street Banking Customer Experience Index

Why Customer Experience Professionals Must Update Measurement Programs To Capture Emotions

— This webinar is now over but here’s the recording! —

Data is great for describing behaviour, but it’s limited in its ability to explain behaviour. Too often there a disconnect between what traditional research says and how people behave in real life.

For instance, we’ve revealed the level of fury expressed online by agitated UK bank customers who were kept waiting to have telephone queries answered.

Find out why emotion is key to delivering far better customer experiences and how analysts to strategists can start using emotion analysis to drive their customer experience strategy.During this webinar you will learn how to use:

– Emotion analysis to identify the feelings expressed and the topics driving those feelings

– Emotion analysis as a pathway to improve customer experience and loyalty

– Industry benchmarking as a means to improve customer experience (using high street banks as an example).

With guest speaker Gianfranco Cuzziol, Head of CRM at Zone, the experts in strategy, technology and content.

This is an essential webinar for data analysts, insight teams or anyone interested in improving customer experience.