If You Had the Power to Create and Design a CX Metric, What Would It Be?

In this video, I explore the idea of creating a unique customer experience metric: the Emotional Connection Score (ECS). This innovative metric measures the strength of emotional bonds between a brand and its customers. By analyzing interactions, feedback, and social media sentiment, the ECS provides valuable insights into how well a brand emotionally resonates with its audience.
Understanding and leveraging the ECS can help brands foster deeper connections, create meaningful experiences, and drive long-term loyalty and advocacy. Join me as we delve into the potential of the Emotional Connection Score and its impact on customer experience.
To gain more insights and learn from industry leaders, don't miss the upcoming CX NXT Summit. Here are the details:
SUMMIT OVERVIEW
In 2024, the customer experience (CX) landscape is brimming with both challenges and opportunities. Outdated business practices and a shaky economy create friction, while the rise of generative AI offers exciting possibilities that require thoughtful integration. Europe, with the EU’s pioneering AI Act, is poised to set a global standard for responsible CX, transforming its AI landscape.
At the heart of the CX NXT Summit is a bold ambition: to demonstrate how technology, strategy, and culture can elevate customer experience to new heights. This summit, which brings together over 150 CX leaders and practitioners, promises to be a transformative event, showcasing the future of customer experience. Guided by expert speakers, the summit will feature powerful sessions that delve deeply into the evolving CX landscape.
WHAT TO EXPECT:
Over 150 decision makers
More than 30 speakers
10+ hyper-focused CX topics
PARTNER:
As a key sponsor, you’ll have the opportunity to meet potential customers, showcase your CX solutions, participate in panel discussions, and be featured in CXM Today, reaching an exclusive audience of over 300,000 readers. For a bespoke package tailored to your marketing objectives, please email us at [e-mail].
SPEAKERS:
Anubha Shukla, Global Head of Customer Experience, Philip Morris
Astrid Bohe, Senior Vice President - Digital Customer Experience
Clemens Strauss, VP Customer Experience, Marketing & Sustainability, Eurowings
Dennis Wakabayashi, Global Voice of CX
Friederike von Krosigk, Chief Strategy & Marketing Officer
Giulio Castiglioni, Customer Care Director, Playtomic
Joerg Malang, SVP Customer Experience & Omnichannel, Detouristik
Kasia Gawlik, Customer Data & Privacy Director
Marcus Nessler, Head of Customer Experience, Service CX /SEG, Samsung Electronics GmbH
Maria Kotti, VP Customer Journey
Markus Schruth, Chief Customer Officer
Michael Becher, Chief People Officer
Nora Horvath Magyary Voljč, Country Communication Officer, KBC Group
Ruchi Shah, Global Director, Customer Success, OLX Group
Oliver Viereck, VP and Managing Director Contact Experience & Inhouse Service, SKY Deutschland
Thierry Dewambrechies, Director Customer Experience, Stellantis Germany
We look forward to a transformative journey together. Subscribe to my channel for updates on the CX NXT Summit and other valuable CX insights!