The way we address emotion in CX is incomplete

The way we address emotion in CX is incomplete!

Today on CX & Culture Connection Podcast hosted by Matt Egol, CCXP, special guest Todd Unger, CXO of the AMA, challenges the traditional focus on perceptions and feelings in customer experience. Todd argues that emotion plays a crucial role in every stage of the customer journey, from initial attraction to long-term loyalty.

#CustomerExperience #CX #EmotionInMarketing #CustomerInsights #EmotionalIntelligence #CXStrategy #MarketingPsychology

More about Matt Egol and JourneySpark Consulting:

Matthew Egol, Host, Founder and Chief Executive Officer of JourneySpark Consulting

A partner at PwC Strategy for more than 15 years, Matt is a recognized thought leader in the experience management space. Matt has worked across a broad set of industries, from retail to consumer goods to healthcare to financial services to technology to industrials. Matt helps companies enhance their organizational effectiveness and build capabilities that fuse human-centered design with analytics, evolving their culture to be more customer-driven.

Matt is a regular speaker and author on customer experience, enterprise agility, and culture topics. He has authored more than 25 articles in leading publications and is a subject matter expert with MMA Global. Matt graduated magna cum laude from Dartmouth and received his MBA from Columbia, where he received the Abe Shuchman Memorial Award in marketing.

Matt launched JourneySpark Consulting to work closely with CX leaders to help shape their vision, build and develop their teams, and evolve their cultures.

#cx #culture #marketing #business #trends #customer #strategy #journeyspark #propensity