Becky is a customer experience and service designer in PwC’s Customer and Experience community. She’s passionate about putting the customer at the heart of large-scale transformations, with a particular focus on using the right technology to bring these experiences to life.
Brands may focus on what the customer wants, but what about how they feel? All emotions – good or bad – can help build a lasting, loyal relationship. Rebecca Walker takes us on a journey of emotional design.
Customer surveys are becoming a thing of the past, with more efficient ways emerging to gauge sentiment. Barry Trubridge looks at how four technologies can help understand how your customer is feeling.