Emotional Intelligence in the Customer Journey

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Emotional Intelligence in the Customer Journey

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New findings on leveraging Emotional Intelligence in the Customer Journey will be taking center stage in Miami. I will be delivering new data as to why more than 50% of customer journey mapping projects fail. Why customer experience ratings continue to tumble…and what to do to prevent it.

I will be presenting new insight into the customer journey at Enghouse Interactive’s customer conference (Enghouse Engage 2017) being held May 1-4, 2017 in Miami, Florida at the Conrad Hilton. The event is actually being opened up for all to attend. It’s not your typical user conference. And you can get a 10% discount when you use the code: REMBACH.

Emotional Intelligence in Customer Experience

As I continue to learn and grow The Emotional Intelligence Customer Experience Design™ (EQCX) framework I’m gaining more insight from related, yet (until now) unconnected areas of Neuroscience and Psychology.

With the increasing amount of research that’s being conducted in various areas you can see a clearer path into how to disrupt your competition. While the path is not a short one, the understanding on how to be able to accelerate your velocity is becoming more clear.

A Sneak Preview

One of the frameworks I’m going to share during my keynote is called the Tactical Decision Model. Decision-making has long been studied to understand the process of selecting an effective choice – given your desired outcome. Studies of decision-making can be extended from a personal level to a group and collaborative level. Many Artificial Intelligence systems and bots use decision-making models to help them support people in making the right decisions or to enhance the customer experience.

We humans use this framework work and live. We have laws that we follow and use them to guide our principles which we use to create our rules and practices which helps us to build patterns and habits we follow.

At work and home

We are using this framework everyday at work when we create and re-engineer our processes and procedures. Sometimes you are conducting work defining rules, or you may be training people to build good habits and adhere to business practices.

So as you see the laws, principles and rules we follow point our practices and patters in a particular direction. And there are a few flaws with some rules and practices of business that are driving the 50% failure rate with customer journey mapping projects and ultimately the customer experience.

Regardless if you are consciously aware that you are living your work and home life using this framework, your subconscious mind is using this framework every day. And it’s combining it with your past experiences and new inputs – and it’s being influenced and filtered by your genetics and personality to determine your thoughts and actions.

This is our own unique operating system. It’s what makes humans so complex to predict. But it is a framework that humans use. But it susceptible to getting hijacked.

What does it and how can you use it to your advantage to unlock the power of the customer journey?

In Miami

I’m going to reserve the rest of the story for Miami. You can get a 10% discount when you register at https://enghouseengage.eventgrid.com/ and use the discount code – REMBACH

Experience the Journey, explore CX innovations with Jim Rembach in Miami Click to Tweet

Engage 2017

Engage 2017, Enghouse Interactive’s customer conference is being held May 1-4, 2017 in Miami, Florida at the Conrad Hilton. With its theme, “Experience the Journey,” Engage 2017 will convene many of the world’s foremost experts with whom Enghouse Interactive customers can interact to glean coveted insight and discuss the latest breakthroughs in customer experience management.


54 Emotional Intelligence (EQ) Competencies List: Emotional Intelligence has proven to be the right kind of intelligence to have if you want to move onward and upward faster. Get your free list of the competencies you need to develop to improve the customer experience.

About Jim Rembach

Jim Rembach is a trusted advisor, speaker, and thought leader. He is a certified Emotional Intelligence (EQ) practitioner, contact center auditor and employee retention specialist, and holds a US trademark for the “Servant Teamwork®” leadership and organizational transformation methodology. Jim hosts the long running Fast Leader Show and sits on numerous boards.

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