Webinar

Emotions have always played a big part in customer satisfaction and loyalty, but with the growing trend toward self-service and automation, what will this mean to your customer experience?

How effective are today’s AI-driven chatbots at understanding emotion? Is it possible to automate your customer experience without it becoming cold and detached?

Listen in on September 19, as we’re joined by guest speaker Kate Leggett, VP and Principal Analyst at Forrester Research, to discuss the role of emotion in customer experiences. During the webinar, we’ll review the impact emotion has on driving positive or negative customer experiences, how those experiences can be handled by chatbots, and offer best practices for leveraging sentiment and integrating the human element in an increasingly automated landscape.

Key takeaways:

  • How to automate your customer experience and maintain empathy
  • Proven strategies for effectively handling emotional customers
  • How positive and negative emotions impact customer loyalty


Meet Our Speakers

Kate Leggett, VP and Principal Analyst - Forrester Research
Kate serves Application Development & Delivery Professionals. She is a leading expert on customer relationship management (CRM) and customer service strategies, maturity, benchmarking, governance, and ROI. She is an accomplished public speaker and frequently presents at industry events such as CRM Evolution. She has been published in The Wall Street Journal, Forbes magazine, and industry publications such as CRM Magazine, KM World, and Destination CRM.

Angela Sanfilippo, Senior Director of Product Marketing – [24]7.ai
Angela is a highly accomplished and strategic marketing executive with a solid track record of defining cross-channel B2C and B2B marketing strategies for brands such as Panera Bread, Yankee Candle, Purell, ConAgra Foods, HP, CA, and Symantec.

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