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Emotions drive perceptions, and human interactions are more emotionally resonant than digital interactions. That’s why helping employees create more positive emotions in their interactions with customers is so important to customer experience (CX) outcomes.
In this webinar, Danielle Place, Margaret Rodriguez, and Sam Stern share data that highlights why emotions are so important to CX perceptions, their impact on customer loyalty, and how firms should help employees deliver more emotionally resonant experiences. They also share guidance on how firms can craft a customer emotion action plan that is relevant both for their CX/revenue growth relationship and for the current stage of their customers’ emotions.
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Emotions drive customers' perceptions — and human interactions are more emotionally resonant than digital interactions. That's why CX pros must help their colleagues deliver experiences that create more positive customer emotions. They can do this by shar
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CRM is a critical piece of technology infrastructure that underpins a firm’s ability to deliver next-generation financial services. It connects organizational silos to drive customer and business value. CRMs are integrating AI and adding intelligent agents to boost productivity and deliver personalized customer experiences at scale. This makes CRM an indispensable tool for financial services firms aiming to enhance customer experiences, streamline operations, and drive growth.Despite the benefits, we often hear that financial services firms struggle to justify the investment in CRM modernization, and firms that have done so say that they’re struggling to extract value. This makes it more important than ever to choose the right vendor. But the financial services CRM market is bifurcating, making vendor choice even harder.Key takeaways: Understand the financial services CRM market, key vendors, and common financial services use cases.Learn how AI (predictive, generative, and agentic) is transforming CRM and what it means for financial services firms.Uncover the mistakes that are leading to the underutilization of CRM by financial services firms.Identify the key considerations that should inform financial services firms’ CRM purchasing decision.Target audience level: intermediate and advanced
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