Why Emotion AI Is the Key to Improve Your CX?

Emotion AI improves CX by analyzing and understanding customer emotions, leading to personalized interactions and more empathetic support.

Reshu Rathi
February 22, 2023
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Every business is striving hard to deliver the best customer experience (CX) these days. After all, your business success is dependent on it, as gaining or losing customers boils down to a strong customer experience. Though customers have always been the backbone of every business – no customers = no business. Still, over the last eighteen months, CX has become integral to the survival of companies, regardless of their industry.

In the digital-first age, customer expectations are changing rapidly, and with it, businesses need to update their CX playbooks quickly. But most companies still are using the old ways to improve their CX. They conduct surveys and do market research to find out what customers want or need and try to fulfill that need.

Now, I do not deny that this information is vital to understanding your customers’ needs, but this will not show you the complete picture. Why? Because it is not considering the customers’ emotions – which actually drive your customers’ choices and decisions. You will never have a comprehensive understanding of your customers if you cannot understand their emotions.  

This is where emotion AI can help – this technology has advanced rapidly in a few years, and it is poised to become even more powerful in the coming years.

Businesses that will be using this technology will be able to provide a hyper-personalized and human-centered experience to their customers. And will be able to easily attract, engage and convert them quickly. At the same time, those who do not use emotion AI technology will not be able to deliver flawless CX and miss the mark and struggle to stay relevant.  

Now that you know using emotion AI is crucial to enhance your customer experience – let us take a deep dive into how you can leverage this technology to improve your customer journey and repair the broken customer experience.  

Emotion AI Facilitates a Deep Understanding of the Customer Emotions

Do you want to uncover the secrets of delivering a flawless CX? Well, we all do. And here is one secret to deliver a great CX you need to understand your customers’ emotions. With emotion AI technology, you can do that – you can capture your customer emotion data and use this customer-related information to build meaningful, reliable, and loyal relationships with customers and enhance their journey and deliver an outstanding customer experience.  

Powered with emotion AI technologies: eye-tracking and facial coding for gathering and analyzing customer emotions data enable brands to understand their customers better. These emotions insights help brands understand and address what customers care most about and allow them to provide a highly personalized customer experience, increase sales, and improve the customer journey.  

Emotion AI for Human-Centered CX  

Over the last few years, we have seen how important customer experience is, and this importance continues to grow; soon, it is likely to become the top priority for most businesses. Though most brands recognize the growing importance of CX, and it is fast becoming the top priority for them, there remains a considerable gap between customers’ expectations and the reality of what brands offer.

In fact, according to stats, 80% of companies believe they deliver a superior experience, but only 8% of customers agree. Chances are high you have read this statistic earlier, but the question remains – how can brands narrow down this gap?  

Well, emotion insights can help close the gap. After all, to deliver a positive customer experience, you need to know your customers better than ever before, and emotion AI can help brands do that. Brands who prioritize getting emotional insights to understand their customers on a deeper level will gain competitive advantages. In fact, a human-centered approach will not only help your company deliver a good customer experience but will help you stand out among the competition and win loyal customers.

The Need for Emotion AI in Customer Experience

We all know customer insights are essential to improving our CX, which begins with customer data—making data insights one of the primary tools for CX enhancement. However, there is one crucial part constantly missed by most businesses when collecting data: the power of emotions. But do you know that emotion AI-powered customer insights is much more valuable?

In fact, it can help businesses stand out in comparison to consumer insights collected by traditional methods like surveys, in-depth interviews, and focus group discussions. For example, if you are a business owner who wants to launch a new website and find the answer to a question, will it provide flawless CX to your visitors? You can do that by using emotion AI technologies like eye-tracking and facial coding to get accurate and real results.

To provide the most desirable, CX brands need to connect with their customers on a deeper, authentic, and human level. By leveraging emotion AI technology, they can do that easily.  

Remember, when it comes to enhancing your CX, understanding your customer emotions is a must, and the cost of ignoring these emotions can be steep.

How Emotion AI is Improving the CX

Perhaps the easiest way to explain the value of emotion AI for CX is with a few examples. If you are selling products online, you can use emotion AI to analyze website performance and track each visitor’s online behavior on your site. How? With the help of screen recordings, you can see the average time spent on different pages and whether the experience was good and use these insights to enhance your CX.  

Also, you can identify areas for improvement and exactly where on your website you are losing potential customers. In fact, emotion AI can help you understand, to the minutest detail, exactly where on your website you should make improvements to get better results and improve your customer experience. And, if you regularly use emotion analytics, it will help you improve your website performance and your CX.  

And, if you are a retailer, you can use emotion AI technology to improve your customers’ in-store experience. How? By leveraging the power of facial coding and eye tracking, you can design better store layouts and improve your product arrangements.  

You can use emotion AI technology to test the content of your ads, video ads, web series trailers, and TV show pilots before launching them too. How? You can use an emotion analytics platform to measure the viewers’ emotional response to the content and use these insights to optimize these creatives.

Wrapping up

Do you know, 9 out of 10 businesses these days are competing mainly on customer experience? How can you stand out? Well, with human-centered CX, you can stand out and gain a competitive edge.

With emotion AI technology, businesses can gain a deeper understanding of their customers. And use these customer insights to improve the customer experience at every step of their journey. Also, by leveraging emotion AI-driven customer insights, they will be able to deliver a great customer experience rapidly and effectively.  

Emotion AI technology is here to stay as its future possibilities are insurmountable, so it is time every business should start leveraging this technology.  


Supercharge your research with actionable insights faster on Decode's integrated consumer research platform with Insights AI.
Want to conduct lean and unbiased research? Try out Entropik's tech behavioral research platform today!
Want to conduct lean and unbiased research? Try out Entropik's tech behavioral research platform today!
Want to conduct lean and unbiased research? Try out Entropik's tech behavioral research platform today!
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Author Bio

Reshu Rathi
Reshu Rathi is an online marketing and conversion rate enthusiast. She specializes in content marketing, lead generation, and engagement strategy. Her byline can be found all over the web

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