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Why Emotions Are Critical to Engagement and Loyalty: The Foundation of Human Experience

Tue, Jun 18, 2019 1:00 PM EDT{LOCAL_TZ}



Summary

Can tapping into emotional and contextual data foster deeper connections with your customers across key moments? Do these connections in turn increase the lifetime value of those customers? And can these feelings decrease the likelihood of brand-switching? The answers to these crucial questions—as well as surprising insights—are covered in Deloitte Digital’s recently released research report on emotion-driven engagement. 

Hear directly from Deloitte Digital leaders about the implications of emotion, along with the data, governance processes and technology capabilities that allow you to embed human experience in every fiber of your organization. You’ll find out:

  • Why emotions reverberate far beyond your brand’s marketing approach
  • How harnessing and acting on emotional data can turn newer customers into loyalists
  • Which kinds of digital interaction strengthen customer bonds and which can break them
  • Why your siloed CX capabilities may be standing in the way of powerful human experiences
 
 Speakers

Alex Kelleher
CMO, Hux by Deloitte  
Digital
Deloitte Digital

Alex has over 20 years’ experience in digital marketing and was most recently CMO at the AI decisioning platform Magnetic, which Deloitte acquired to drive its market-leading targeting and decisioning offering.
Tim Greulich
Leader, Operational    
CX Practice
Deloitte Digital

During his more than 17 years of consulting experience, Tim has helped clients transform their customer and digital engagement capabilities, and has substantial experience in the financial services, telecommunications and high tech industries.
Jennifer Buchanan     
VP of Alliances
Deloitte Digital

Jennifer leads Deloitte Digital’s customer experience technology alliances, working across industries and channels to challenge her clients to think differently about how they use technology to operationalize customer insights across their organizations.

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