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Webinar: Using Emotional Data to Deliver More Personalized and Contextual Customer Experiences

Medallia: Customer Experience

Join us on September 18th at 9am PDT and hear from CX champions about the importance of emotional data in creating more personalized and contextual experiences to drive loyalty. To help with this endeavor, we’ll also be discussing ExperienceMIX, a solution created by Deloitte Digital, Adobe, and Medallia that pairs traditional customer data with vital emotional data to deliver real-time, omni-channel experiences at scale. The solution leverages Medallia customer experience management and Adobe marketing automation to amplify brands, while increasing customer engagement and interaction.

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Did you know that customers who have a positive emotional experience with a brand are 15 times more likely to recommend, 8 times more likely to trust, and 7 times more likely to purchase from that brand? In fact, 80 percent of the decisions people make each day are based on emotion.*

However, the data marketers use to drive offers, actions and interactions often lack emotional content. Instead, it is primarily geographic, demographic, psychographic, and behavioral data that is collected and maintained in a marketing automation platform.

There is a need for capturing and integrating emotional data into this mix and that is where CX data, Deloitte Digital, Adobe and Medallia come into the picture. The use of CX data within a marketing automation platform can result in smarter segmentation and targeting.

Here’s a sneak peek of what you’ll be learning from thought leaders and experts in customer experience from Deloitte Digital and Medallia:

  • Trends in customer experience
  • Key human emotions that drive loyalty
  • How to use emotional data in ExperienceMIX to drive more personalized and contextual experiences at scale

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*Temkin Group Q1 2016 Consumer Benchmark Study

About Deloitte

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