Programme

CX Emotion presentations and panels cover customer (CX), digital (DX), and user (UX) experience strategy and practice and sentiment, social, behavior, and emotion technologies. We will discuss applications to consumer and market insights, the customer journey, media, and more with sessions focused on Foundations, Practices, and Technology.

This agenda is under development as we transition to an online conference. Speakers and timings are subject to updates.

 

Morning Sessions
9:00am – 9:10am
Conference Welcome
9:10am – 9:40am
Keynote: From Customer Emotions to Actionable Insights
9:40am – 10:20am
Panel: Research, Insights, Emotion, and Experience
10:20am – 10:50am
How to Craft Emotion-Centric Customer Interactions
10:50am – 11:10am
Break
11:10am – 11:35am
Decoding Emotion in Consumer Feedback to Drive Long-Term Brand Growth
11:35am – 12:00 noon
brand presentation pending
 
12:00 noon – 12:40pm
Master Classes (your choice)
  • Emotive CX for the Contact Centre: Martin Hill-Wilson, Brainfood
  • Conversational Interfaces: Voice and Text (pending)
  • Digital Experiences (pending)
12:40pm – 12:50pm Break
Afternoon Sessions
12:50pm – 1:30pm
Presentations & Panel: Emotional Intelligence in Practice
1:30pm – 1:55pm
Natural Language Processing for Evaluating Customer Emotion
1:55pm – 2:20pm
Empathic Chatbots
2:20pm – 2:30pm
spotlight presentation
 
2:30pm – 2:40pm
Break
2:40pm – 2:55pm
Facial and Physiological Expressions of Emotion
2:55pm – 3:35pm
Presentations and Panel: Data, Bias, Privacy, and Ethics
3:35pm – 4:05pm
Lead with Meaning
4:05pm – 4:45pm
Master Classes (your choice)
Networking
4:45pm – 5:30pm
Online networking with speakers and fellow delegates

 

 

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