Ep50: The emotional forces reshaping customer experience

Written by Engine | Feb 19, 2026 8:34:28 AM

Discover the five emotional forces reshaping customer experience.

In this landmark 50th episode of the CXD Podcast, Oliver King is joined by Lisa Skinner to explore how emotions drive customer decisions. They discuss rising customer vulnerability, the impact of automation on trust, and why fragmented journeys are reshaping expectations. The conversation examines how organisations can adapt their approach to build trust and deliver experiences that truly connect with what matters to customers.

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Chapters:

00:35: The importance of understanding customer feelings in today's complex environment
02:56: The five forces reshaping customer experience
07:52: Why customers are arriving more emotionally loaded
10:21: The impact of automation and AI on human connection
13:11: Fragmentation of customer journeys and loss of emotional continuity
17:18: The widening expectation experience gap
18:22: How unmet expectations damage trust
21:07: Building and measuring trust
24:31: The role of emotional analytics in understanding customer feelings at scale
27:09: Return on Emotion: linking feelings to business outcomes

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