CX Goalkeeper with Bjoern Kaelin - S1E26 is about leadership, empathy and the ART of collaboration

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 TOLERATEThe ART of collaboration helps to work together with people you don’t like We are continuously in meeting, therefore use these hintsAlways assume good intentionLeaders speak lastBe there in the moment His book suggestionEleven 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