Free webinar with Martin Hill-Wilson and Dr Danica Damljanovic
A word that has risen to global awareness since the pandemic struck is empathy. In uncertain times, we instinctively recognise the need to understand how others are feeling.
Emotive CX for Customer Interaction takes this idea further. Not only should we recognise how customers feel in a service or sales interaction, we should also seek to influence how emotive needs are resolved and remembered. Ongoing loyalty depends on it. Especially in times of heightened anxiety.
Brainfood’s Martin Hill-Wilson and Sentient Machines’ Dr Danica Damljanovic will explore how Emotive CX for Customer Interaction works in practice and can be introduced as a contact centre competency. Martin will share the management model he trains organisations to implement and highlight the vital role interaction analytics plays in making this a scalable operational reality.
This is the next generation of use cases for interaction analytics which requires the power of finely tuned AI algorithms to recognise emotive states and the moments that matter in customer service journeys.
CLICK HERE to watch this webinar on our Resources page.
Martin Hill-Wilson was CEO of one of the first BPOs and CX consultancies in the UK. He then spent a decade in the systems integration industry positioning the value of new technology and the associated change agenda. He is now in his tenth year as Brainfood Consulting offering a mix of services. These include conference chairing, keynotes, webinars, whitepapers, workshops, consulting and mentoring. Topics include emotive customer CX for customer interaction, customer service strategy, trends in contact centre technology, COVID triggered digital first agendas, blending automation and the human touch.
Dr Danica Damljanovic, founder of Sentient Machines, has over 16 years experience in AI and NLP, and has worked with the SRI team that developed Siri, and in Recordsure analysing human-to-human conversations. As an internationally recognised scientist Danica has published more than 50 publications, and a book on text analytics, cited over 1600 times. She received her PhD in AI and NLP from the University of Sheffield.