Create More 'Memorable' Customer Experiences by Using Remote Video - CX Today News скачать в хорошем качестве

Create More 'Memorable' Customer Experiences by Using Remote Video - CX Today News

💬 “We don’t choose between experiences — we choose between our memories of them.” In this episode of CX Today, host Charlie Mitchell speaks with Colin Shaw, Founder of Beyond Philosophy , leading CX influencer, and host of the The Intuitive Customer Podcast. Together, they explore the science of memory in customer experience — and how organizations can build more emotionally resonant and unforgettable interactions. 📄 Read Colin’s latest white paper: 👉 Creating Memorable Customer Conversations → https://beyondphilosophy.com/resources 🎯 In this interview: 🧠 Why customer loyalty is driven by memory, not just experience 💡 How to apply Daniel Kahneman’s “Peak-End Rule” to CX design ❤️ The importance of identifying emotions that drive customer value 🎥 Why video is a powerful tool for building emotional connection and trust 👩‍💼 How technology and emotion can combine to create better customer and employee experiences 🧠 Key Takeaways: 00:55 – Memory as the foundation of customer loyalty 02:50 – The “Peak-End Rule” and why endings matter most 07:15 – Identifying emotions that create business value 10:30 – The role of emotion analytics in CX 13:50 – How video drives human connection and trust 18:40 – Using video to improve support, efficiency, and cost savings 🔗 Useful Links: Beyond Philosophy → https://beyondphilosophy.com White Paper: Creating Memorable Customer Conversations → https://beyondphilosophy.com/resources The Intuitive Customer Podcast → https://beyondphilosophy.com/podcasts Stream (Video CX Provider) → https://stream.io CX Today → https://cxtoday.com 📚 More CX Insights: Behavioral Science in CX → https://cxtoday.com/customer-experience Emotion Analytics → https://cxtoday.com/ai Video in CX → https://cxtoday.com/automation 🔗 Connect with Colin Shaw: LinkedIn →   / colinshawcustomerexperience   Twitter →   / colinshaw_cx   #CXTODAY #ColinShaw #BeyondPhilosophy #CustomerExperience #CXStrategy #CXInnovation #BehavioralScience #MemoryInCX #CXDesign #CustomerLoyalty #EmotionAnalytics #VideoCX #CustomerJourney #PeakEndRule #StreamIO #CXInsights #IntuitiveCustomerPodcast