Conversation Agent - Valeria Maltoni: Emotions, Trust, and Control at the Heart of Customer Experience

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Valeria - You are speaking my language here. I stress the emotional connection more than anything else in customer experience. You also make a great point regarding execution in follow up as a critical part of the strategy. We are all human - so it's frustrating that so many organizations forget about that. I help organizations map the experience and highlight where emotional connections - not just reactions - are positive or negative. It's always enlightening.

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