Yasmin Borain is Tribal Worldwide’s Chief Experience Officer. As a Total Experience Agency, Tribal focus on driving customer journeys from the perspective of emotion design, harnessing human feelings to craft blended customer experiences. In this episode, the team deconstructed the topic of emotion design and analysed how it can transform CX.
Since humans are multi-layered, our emotions are complex and prone to change. As such, companies should reflect on the emotional status of their customers at each touchpoint of a customer journey, since this will likely vary. Because emotion affects behaviour, and a lack of awareness can easily lead to a loss of engagement.
Speaking of engagement, another major challenge facing organisations such as banks and retailers today is the contest between digital and physical. Statistics show that post-COVID consumers are highly interested in face-to-face experiences, but how can you strike the right balance? Well, enter blended. Watch the episode to discover more.
This article summarises podcast episode 81 “Emotion Design for Blended Experiences” recorded by CX Insider. For more information, listen to the episode, or contact Yasmin on her LinkedIn profile.
Written by Marcell Debreceni