Experts suggest understanding customer emotion and customer sentiment is the key to unlocking customer experience over the next decade. Forrester recently reported that when it comes to stand-out ...

Emotion is the driving force in today’s buying process, and sparking the right emotions can attract new leads to your business. Customers tend to make choices based on their feelings toward a product ...

Cultural sensitivity matters. Sentiment systems now account for cultural nuances, which helps support global trust and better customer relationships. Throughout my three and a half decades in the ...