The Case for Emotion in CX

Author: Emily Hassell
8 / 17 / 2017

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important element of customer experience. Whether conscious or not, customers make many of their decisions based on how they feel, by their emotions. In fact, over 50% […]

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Core Principles of Emotion Design

Author: Emily Hassell
8 / 16 / 2017

This is the second in our series on Emotion Design in CX. Check out the 1st, 3rd,  and 4th next. Designing for Emotion is the process of driving emotional connection within your customer experience. The process involves understanding the emotions associated with your brand, prioritizing the emotions you want to encourage or eliminate, and designing for […]

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Strategies for Emotion Design

Author: Emily Hassell
8 / 16 / 2017

This is the third in our series on Emotion Design in CX. Check out the 1st , 2nd and 4th blogs in the series. Emotion design strategy addresses the fundamental human motivation to avoid pain & seek pleasure. Here are two strategies, informed by the core principles of emotion, to design experiences that eliminate pain and drive […]

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Methods for Capturing and Measuring Emotion

Author: Emily Hassell
8 / 14 / 2017

This is the last in our series on Emotion Design in CX, check out the 1st, 2nd, and 3rd in this series. To successfully design for emotion, firms need to capture and measure the emotions and motivators of their customers. There are various methods to gather this data directly from customers, or indirectly through research […]

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Choosing the Right Graduate Degree for Data Science

Author: Jonathan Nolis
6 / 23 / 2017

I’m often asked the same question from people who are interested in analytics and data science: “what graduate degree would be the most useful to me?” There are lots of choices of degrees, many that claim to prepare you for the field, but different programs teach you drastically different skills. These differences can be meaningful […]

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5 Musts For A Successful Customer Engagement Program

Author: Martin Mehalchin
6 / 15 / 2017

As brands seek to remain relevant and deliver value to their customers in the digital age, customer engagement has become a focal point on the agenda. Marketers now know that engaged customers buy more, spread more word of mouth, and are more satisfied and loyal. A recent Loyalty Driver Modeling Poll conducted by Lenati found […]

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From Voice of the Customer to Customer Health

Author: Jessica Tuffley
5 / 23 / 2017
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The dreaded customer satisfaction survey. Designed as a tool for organizations to test customer brand loyalty, the satisfaction survey has morphed into a completely different beast. Ironically—in the drive to understand the customer’s experience—there has been great oversight in creating a positive experience in how that customer feedback is captured. Customers are asked for feedback […]

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Customer Analytics: Moving Beyond KPIs

Author: COLLOQUY Staff
4 / 11 / 2017
customer-analytics_customer-insights-strategy_Lenati

An interview with Jonathan Adler, Director of Insights and Analytics. Originally published on Colloquy.com Many organizations compile customer data and establish key performance indicators (KPIs), but there is immense value in going beyond the high-level numbers. As Director of Insights and Analytics, Jonathan Adler helps global brands understand what is required to become data-driven organizations. […]

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How Leading Marketing Executives Tackle MarTech

Author: Liam O'Connor
3 / 27 / 2017

This article was entered into The Hackies essay contest for the upcoming MarTech conference. Like it? You can register your vote in the contest by sharing it on social media. For marketing executives and their teams, building an effective marketing technology stack is a daunting prospect. With marketing technology growing as a portion of total […]

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