Should creating emotion be a customer experience goal?

The need to understand customer emotion and improve empathy in organisations has been well-documented in recent times. But how are major organisations putting the theory into practice?

In this CX Leader Session with MyCustomer we’ll discuss:

  • The emotional factors that move customers
  • What role customer experience leaders play in creating customer emotion and meaningful experiences
  • How to create the processes required to start monitoring, analysing and actioning emotion derived from customer interactions
  • How to design customer journeys with emotion in mind


  • Peter Dorrington, Founder, XMplify Consulting Ltd
  • Iain O’Connor, Senior Manager – Customer Experience & Insight, Aegon UK
  • Madeleine Linden, Senior Manager, CX Insight, Virgin Money
  • Simon Fraser, VP, Customer Experience Strategy, InMoment

Register here for free

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North America
United States/Canada (English)
DACH (Deutsch) United Kingdom (English) France (français) Italy (Italian)
Asia Pacific
Australia (English) New Zealand (English) Singapore (English)