The role of human emotions and happiness in customer experience is often overlooked, yet it holds significant potential for shaping sustainable competitive advantage. How can we leverage the science of happiness to enhance CX initiatives?
In this fireside chat, we will have Rosaria Cirillo, a renowned customer experience professional and a certified happiness expert, for a discussion on the science of happiness in CX and its significance in a successful business.
Carlos and Rosaria will discuss:
- The principles of happiness in CX
- Understanding of the customer in the context of a happiness-driven CX model
- Experience design, improvement, and innovation to enhance customer happiness
- The role of a customer-centric culture in nurturing happiness in both CX and in an organization