Скачать или смотреть Ep50: The emotional forces reshaping customer experience

Discover the five emotional forces reshaping customer experience. 

In this landmark 50th episode of the CXD Podcast, Oliver King is joined by Lisa Skinner to explore how emotions drive customer decisions. They discuss rising customer vulnerability, the impact of automation on trust, and why fragmented journeys are reshaping expectations. The conversation examines how organisations can adapt their approach to build trust and deliver experiences that truly connect with what matters to customers. 


⁠Connect with Lisa⁠ on LinkedIn:   / lisamskinner  
⁠Connect with Olly⁠ on LinkedIn:   / oliverkingengine  

Chapters: 
• 00:35: The importance of understanding customer feelings in today's complex environment 
• 02:56: The five forces reshaping customer experience 
• 07:52: Why customers are arriving more emotionally loaded 
• 10:21: The impact of automation and AI on human connection 
• 13:11: Fragmentation of customer journeys and loss of emotional continuity
• 17:18: The widening expectation experience gap 
• 18:22: How unmet expectations damage trust 
• 21:07: Building and measuring trust 
• 24:31: The role of emotional analytics in understanding customer feelings at scale
• 27:09: Return on Emotion: linking feelings to business outcomes