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WHITE PAPER:

Emotional Intelligence (EI) in customer experience management

TP published a white paper in October 2024 -highlighting the key role of emotional intelligence in customer experience management for the purpose of maintaining empathetic interactions and strengthening consumer loyalty.

EI: indispensable added value

• Strengthening consumer trust and loyalty: empathy, personalization, complex requests

• Improving the customer experience: active listening,
flexibility, conflict resolution

AI: improved efficiency

• 24/7 availability

• Handling of simple requests

• Automated responses and recommendations

• Analytics

"Our teams deliver cutting-edge solutions, leveraging AI through ongoing investment in advanced technologies, while aiming to increase customer loyalty. In this way, we can respond to more complex client requirements and quickly offer an “all-inclusive” service to those who want to fully exploit AI as a lever for their business."

João Cardoso,
Chief Digital & Innovation Officer

Good to know

According to Harvard Business School, emotional intelligence is “the ability to understand and manage your emotions, as well as recognize and influence the emotions of those around you.”

95%

of purchasing decisions are made
based on consumers’ emotions!

Meet TP AI ThinkTank

TP created a think tank on August 30, 2024 to understand the impact of EI and AI on customer ­experience management. This initiative brings together EI and AI experts with TP's unrivaled expertise in the customer ­experience management industry.

"I'm very honored to be one of the five members of the TP AI Think Tank and to contribute with my latest research in the field of Human-Computer Interaction (HCI). We will be reflecting on how to combine AI and HCI to improve team efficiency, processes and TP technologies."

Haiyi Zhu,
associate professor at Carnegie Mellon University and member of the TP AI Think Tank

Never underestimate the value of beeing there

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