Despite the fact that emotions are fundamental to human decision-making and a key driver of loyalty, most organizations today struggle to understand or discuss them. 

Watch this video to learn about three ways you can embrace emotions across your organization. First, build an emotional vocabulary by establishing a common language around emotions. Second, detect and analyze emotions by using tools like conversational analytics to understand how people feel about their experiences with your organization. Third, design for emotions by proactively identifying which feelings you hope to elicit from people at key points along their journeys. To help you think about emotions in a useful, actionable way, we divide them into two broad categories: Stimulation and Identification.  

If you like the content of this video and would like to learn more about the role emotions play in Experience Management activities, check out our Launchpad on Understanding Human Behavior.