From 09:30am until 12:30pm
At Virtual Event
Connecting with customers on an emotional level reaps rewards
In recent months, contact centre advisors have demonstrated their empathy and ability to build emotional connections with customers and this has delivered increases in CSAT scores and loyalty. With more customers demonstrating loyalty to brands that connect on an emotive level, building a customer experience that meets this expectation is now paramount.
This three-hour workshop will give you the insight, the evidence and the framework to start building your approach to emotive CX. The result of deploying an end to end management approach to emotive CX will be an increase in NPS, customer satisfaction and customer effort scores that translate into commercial ROI.
Find out what Emotive CX really means and why it is critical
Learn about the impact of emotional connections on customer loyalty
Discover how to demonstrate an ROI for CX
Gain insight that provides the evidence for change
Appreciate why this is a customer service priority
Discover a framework for end to end management of an emotive CX programme
Understand the neuroscience of emotion
Work through a competency framework for change
A three hour Zoom session with a break