Podcast: Emotions In The Customer Experience




Customer experience leader Jim White has worked in the casino/gaming environment.  He has also worked in the patient care space.

The two industries naturally warrant different customer experience strategies.  They are subject to different regulations and serve customers who are in markedly different states of mind.

There is one major similarity between the two, however -- the importance of emotion.

Emotion factors heavily into how their customers make decisions and therefore must represent a paramount customer experience concern.  They cannot simply focus on what they are offering at a given price; they must consider how the totality of the experience is making customers feel.

White recently joined the CCW Digital podcast to discuss this crucial element of the customer experience.  Listen below!