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.
Moving to the second p ...
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