Peter Dorrington, TTEC
Peter Dorrington is Director of Customer Insights at TTEC. He is inventor of the Customer Experience Vector – an entirely new method of combining data science with behavioural science to quantify Customer Experience and operationalize the results – Peter is a board-level adviser, information strategist and leader with nearly 20 years’ business development and operational experience in BI & analytics, customer experience and omni-channel marketing. Peter’s work focuses on building customer relationship ecosystems that deliver lasting value for everyone; partnering with Marketing, Sales and Customer Care leaders to design and deliver simple, more human customer experiences that yield quantifiable business results.
Converting Customer Emotions into Actionable Insights
Peter Dorrington will explore the opportunities, challenges and best practices for Emotion Analytics within Customer Experience:Why connecting emotionally with customers is so importantUnderstanding human decision-making and the role of emotionsSome challenges and how to overcome themDesigning differentiated experiences reflecting human emotion and motivationPractical steps and techniques