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Use Emotional Data to Drive Customer Experience: How to Win Consumers’ Hearts

Tue, Jul 10, 2018 1:02 PM EDT{LOCAL_TZ}


Customers who have a positive emotional experience with a brand are 15 times more likely to recommend, 8 times more likely to trust and 7 times more likely to purchase from that brand. In fact, 80 percent of the decisions people make each day are based on emotion. But the data marketers use to drive offers, actions and interactions often lacks emotional content. This is the “emotional paradox,” and it’s time for a new solution.

Hear from Deloitte Digital’s Angel Hollis Vaccaro and Tim Greulich on how to combine traditional and emotional data to deliver more personalized, contextual experiences. You’ll find out:

  • The key drivers for customer engagement today
  • How to make emotional and traditional data sets actionable for clients
  • Case studies that highlight Deloitte Digital’s new ecosystem platform, ExperienceMIX

Angel Hollis Vaccaro
Deloitte Consulting LLP

Angel is the leader for Deloitte Digital’s Marketing and Experience Services practice. This practice helps companies rethink and redefine how they interact with their customers through personalized, relevant and real-time omnichannel capabilities, with a focus on driving value creation and customer loyalty.

Tim Greulich
Senior Manager
Deloitte Consulting LLP

Tim is a thought leader in digital customer experience and runs Deloitte’s Operational Customer Experience Practice. He specializes in helping clients develop executable strategies for getting the most out of their customer interactions and effectively managing their overall customer operations.

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