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
Seth Grimes, Alta Plana Corporation, conference chair
|
|---|---|
| 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 |
From 38 Billion words to 1 core idea: How neurosemantic analysis helped Volkswagen to increase engagement by 417%
|
| 12:00 noon – 12:40pm |
Master Classes (your choice)
|
| 12:40pm – 12:50pm | Break |
| Afternoon Sessions | |
| 12:50pm – 1:30pm |
Presentation & Panel: Emotional Intelligence in Practice
|
| 1:30pm – 1:55pm |
Natural Language Processing for Evaluating Customer Emotion
|
| 1:55pm – 2:20pm |
Empathic Bots — Voice and Text
|
| 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
|