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Webhelp hosts industry discussion on why emotion is key to the future of customer experience

News
7th February 2020

Webhelp hosted the highly anticipated third instalment of their Disruptor Dinner events at the Shangri-la at the Shard in London yesterday. The evening formed part of the ground-breaking series, established in early 2019, which has been challenging perceptions around significant disruptors of Customer Experience (CX). This session went into depth on emotion in the customer journey, and how this affects consumer behaviour.

The event was attended by many industry peers, including Scott Logie, Customer Engagement Director at the REaD Group and Chair of the DMA Customer Engagement Committee. Mark Palmer, CEO of Gobeyond Partners – part of the Webhelp Group, also attended and was delighted to share with guests the latest developments in HX (Human Experience).

As many brands undergo digital transformation, the discussion revealed that emotional connection – as well as ‘human’ brand attributes – must not be over-looked. Often, given the number of channels that can be used to communicate with customers, brands can become dislocated from creating ‘human feeling’ during customer journeys.

Brands that cannot tackle this disruptor face falling behind as technology and insight develop in this field, which is growing rapidly, giving those in the ‘emotions’ game a tactical advantage.

Craig Gibson, Webhelp Chief Commercial Officer, was passionate about the value of this series, and the forum it provides for the sector saying:

“I was delighted to join the discussion at the latest Disruptor Dinner in London. There were some great insights and conclusions made by a mix of current Webhelp clients, prospective clients, independent guests and industry experts. We were delighted to welcome both new and returning faces, and look forward to hosting further events in which we will to continue to promote innovation, share game-changing ideas and inspire collaboration.”

To stay on the cutting edge of public opinion, read our new Emotion Whitepaper, and watch this space for more details, as we prepare to launch the fourth chapter in our Disrupter series, looking at the human face of risk and the impact of cyber security on CX.

For more insight into this fast-developing topic, sign up to receive fresh insights and invitations to executive events with our Webhelp Disruptor Series campaign: https://www.go.webhelp.com/disruptorseries

 


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