Emotion as a Driver of The Total Customer Experience

By Peter Dixon

Peter Dixon, Senior Partner, Creative Director, Prophet, will be speaking on Understanding and Delivering Customer Experiences at the upcoming Total Customer Experience Leader's Summit. He recently recorded a quick podcast with Michelle LeBlanc, social media strategist at IIR USA, where they discussed his work with Prophet and the keys to building a great customer experience program.

Peter focuses a lot of the "moments of truth" for a company, creating an emotional connection and the small moments of delight that can pay off big if a company is willing to invest in them. As he put it "big brands doing small things."


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