The CX Goalkeeper had a smart discussion with Björn Kälin
My learnings:
- His definition of empathy: feeling into something.
- The target is to understand customers’ feelings and acting on feelings (including what to do next)
- We are all humans, and we are not the same every day.
- Anthrolytics is the solution. By sensing and predicting emotions, it gives advice on how to react on them.
- This is the solution to biased surveys! Which survey is not biased?
- Behind every interaction there is a human. By leveraging each interaction and collecting data from all the touchpoints it is possible to understand how an interaction was influenced.
- Anthrolytics gives you the emotional state of a customer.
Moving to the second part of the discussion. The ART of collaboration – an outstanding article written by Björn:
- Collaboration is linked to feelings and emotions, Björn defined 3 main pillars:
- A as ACCEPT and ACKNOWLEDGE: Every person is different, UNIQUE. A happy person is not the same as the same unhappy person.
- R as RESPECT that there are different ideas, thoughts and feelings. (Known also as diversity of opinions)
- T as TOLERATE
- The ART of collaboration helps to work together with people you don’t like
We are continuously in meeting, therefore use these hints
- Always assume good intention
- Leaders speak last
- Be there in the moment
His book suggestion
- Eleven Rings, Phil Jackson
Björn’s golden nugget:
“Don’t forget we are humans, we all have feelings, we all have emotions, we all expect something. The company, a business is more humans together, but it is important that we understand that and we are aware of that. It’s not rocket science. “
How to contact Björn:
· https://www.anthrolytics.io/
· https://www.linkedin.com/in/bjoernkaelin/
Thank you, Björn!
#customerexperience #leadership #data #cxgoalkeeper
