When
Thursday, February 21, 2019
9:30 AM - 12:30 PM

Where
Strategy Room
North Terminal Building
Dublin Airport

Parking
Paid parking is available at the Dublin Airport

Description
Emotion and logic cannot be easily separated when it comes to customer’s responses, decision making and behaviours. As Customer Experience professionals we don’t just map Customer journeys – we capture how Customers feel along their journey – what their emotional response is.

CXPA Ireland is delighted to host a workshop 'Customer Experience – it’s how you made me FEEL!' with Peter Dorrington, Director of Customer Insights at TTEC where he will explore the opportunities, challenges and best practices for Emotional Analytics and Customer Experience.

Join us on the 21st of February where Peter will discuss:

• Why connecting emotionally with customers is so important
• Understanding human decision-making and the role of emotions
• Some challenges and how to overcome them
• Designing differentiated experiences reflecting human emotion and motivation
• Practical steps and techniques

Peter is the inventor of the Customer Experience Vector (CXV) - a new and unique method of combining data science with behavioural science to predict customer actions. He is a board-level adviser, information strategist, public speaker and leader with nearly 25 years’ experience in data & analytics, customer experience and omni-channel engagement.

At the end of the workshop, participants will have a framework for including emotions in their understanding of customer behaviour (and how they evaluate experiences) and some practical tools to use.

More information:  https://www.ttec.com/