DES-MADRID

DES-MADRID

19-21 MAY 2020
IFEMA MADRID

Digital Business World Congress / Agenda

Humanizing Digital Interactions

21/05/2019 11:20 - 11:40 Digital Marketing Planet by The Valley

Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, especially during digital interactions, which is problematic as customers are increasingly interacting with companies online. During this presentation, you learn about the Human Conversational Model, an approach for humanizing digital experiences by replicating the elements of strong human conversations.

SPEAKERS

Bruce Temkin

Bruce Temkin

Head of the XM Institute

SAP Qualtrics

INTRODUCED BY

John Mitchison

John Mitchison

Director of Policy and Compliance

DMA UK