How Do You Score Emotion? The Power Of Customer Sentiment In Today’s Digital CX Landscape

Overview

Title: How Do You Score Emotion? The Power Of Customer Sentiment In Today’s Digital CX Landscape

Date: Thursday, May 11, 2023

Time: 2:00 PM Eastern Daylight Time

Duration: 1 hour

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Summary

Digital channels and AI technology have transformed customer experiences, but they have not lessened the importance of emotional connections. Brands that prioritize customer sentiment throughout the journey will cultivate loyal customers that purchase more frequently and advocate more enthusiastically.

But what does it take to uncover – let alone quantify – something as seemingly nebulous as customer sentiment? And what does it take to actually use that intelligence to drive better customer experience and business outcomes?

This webinar will answer these questions, providing an actionable look at how to unlock the power of customer sentiment – and reach an unprecedented level of customer centricity. Topics include:

Reasons many brands struggle to build meaningful customer connections
The role of “emotion” throughout the omnichannel journey
How to identify the “ideal” sentiment for your customer base and brand vision
How to score customer sentiment – and then use that to improve the CX
5 ways customer sentiment can transform your business

Speakers

Lisa O’Reilly

VP Customer Success

gryphon.ai

As VP Customer Success at Gryphon.ai, Lisa leads strategy and operations for the Customer Success team including Professional Services, Customer Relationship Management, and Support. A SaaS Customer Experience leader with over 25 years experience, Lisa blends her passion for Customer Advocacy with the leading trends in Customer Experience to formulate the best offerings for our customers.

Lisa is based in San Diego where she enjoys surfing, paddle boarding, and yoga with her 4 adult children and their families. Lisa also serves as an advisor on the University of California, Irvine Customer Experience Board.

Shawn Phillips

Head of Growth & Innovation

Heart of the Customer

Shawn Phillips knows how to help companies make their customers happy…and keep them that way. As a certified change management expert, he specializes in working with organizations to boost customer loyalty and profits by addressing friction and inefficiencies through technology, improved processes, and implementation of enterprise-level software. He’s skilled at pushing meaningful conversations that get to the heart of a business problem and uncover data-supported solutions that achieve the client’s goals.

Brian Cantor

Principal Analyst & Director

CEI, CCW Digital

Brian Cantor is the Managing Director of Customer Management Practice’s Digital division. Driven by a passion for helping brands better empower their employees and more meaningfully connect with customers, Brian oversees research, product development, editorial vision, and commercial strategy for properties like CCW Digital and Customer Engagement Insider. Reaching a community of almost 200,000, these digital properties offer industry-leading commentary, research reports, and virtual event sessions.