Adam and Jeannie discuss neuroscience and new study data to better understand the emotional impact on CX.

Understanding your true impact on CX

We hate to be a downer, but improving customer experience isn’t all about thinking positive. As you push forward, adding moments of delight to the customer journey, are you paying enough attention to those tiny pain points?

A new study from InMoment reveals that negative emotions last longer than positive ones, so those tiny negative moments dominate the otherwise great experience you create! What’s more, executives perceive a watered-down version of the negative emotions customers experience. So our brains are constantly seeking out the negative stimuli that spoil our overall experiences, and the data decision-makers act on typically downplays their impact.

Join us today as we explore staggering facts from InMoment and findings from Adam’s own study, digging into the neuroscience behind customer emotions. It’s heavy stuff, but Adam and Jeannie are here to help you make sense of it all, then get ahead of it.

Listen in for a better understanding of customer behavior plus some tips you can use today!


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