CX Goalkeeper with Bjoern Kaelin - S1E26 is about leadership, empathy and the ART of collaboration

CX GOALKEEPER - Customer Experience Goals by Gregorio Uglioni

Episode notes

The CX Goalkeeper had a smart discussion with Björn Kälin

My learnings:

  • His definition of empathy: feeling into something.

  • The target is to understand customers’ feelings and acting on feelings (including what to do next)

  • We are all humans, and we are not the same every day.

  • Anthrolytics is the solution. By sensing and predicting emotions, it gives advice on how to react on them.

  • This is the solution to biased surveys! Which survey is not biased? 

  • Behind every interaction there is a human. By leveraging each interaction and collecting data from all the touchpoints it is possible to understand how an interaction was influenced.

  • Anthrolytics gives you the emotional state of a customer.

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