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.

Times listed are British Summer Time (BST). Video recordings of presentations and panels will be available to attendees post-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 – 11:00am
Break
11:00am – 11:30am
Decoding Emotion in Consumer Feedback to Drive Long-Term Brand Growth
11:30am – 12:00 noon
From 38 Billion words to 1 core idea: How neurosemantic analysis helped Volkswagen to increase engagement by 417%
12:00 noon – 12:40pm
Masterclasses (your choice)
12:40pm – 12:50pm Break
Afternoon Sessions
12:50pm – 1:40pm
Presentation & Panel: Emotional Intelligence in Practice
1:40pm – 2:10pm
Natural Language Processing for Evaluating Customer Emotion
2:10pm – 2:40pm
Empathic Bots — Voice and Text
2:40pm – 2:50pm
Break
2:50pm – 3:20pm
Facial and Physiological Expressions of Emotion, with a Look at Bias
3:20pm – 3:50pm
Lead with Meaning
3:50pm – 4:30pm
Masterclasses (your choice)
Conference Close

 

 

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