Insights

AI is everywhere at the moment bringing with it the promise of unparalleled efficiency, accuracy, and scalability. As we navigate the realms of agent attrition and wellness solutions, there seems to be a prevailing perception that AI stands as the panacea for all business challenges.

An Anthrolytics whitepaper on why people shop, and how they choose between products and brands. If there is one thing we can say with certainty, it is that people are not wholly rational. Indeed, neurobiology studies have concluded that emotions play a vital role in decision-making and therefore the observable behaviours of consumers.

This paper aims to explain the factors and motivations which collectively contribute to consumer behaviour; in other words, what customers really care about, why, and how that contributes to their purchasing decisions.

Sheri Greenhaus, Managing Partner of CrmXchange, discussed Anthrolytics’ SaaS
solution with Jonathan Hawkins, co-founder, Anthrolytics Ltd. Anthrolytics combines
behavioral and data science to predict what a customer will do next, and why.

In a competitive business environment, companies are increasingly recognising the importance of both employee experience (EX) and customer experience (CX). However, the relationship between EX and CX is often complex and multifaceted.

Empathy is a hot topic in business right now: a query via your favourite search engine on empathy and business will yield tens of millions of results. Many organisations have now declared it the new competitive battleground and the natural evolution of Customer Experience (CX).

Research shows: empathy is the biggest driver of loyalty. With more interactions happen digitally, it has become harder to understand the emotions created by your operations, yet your customers still expect you to understand how they feel. Yet many companies are still primarily focused on driving operational improvement, reducing effort, and removing friction which has resulted in them unwittingly engineering out relationships with their customers; the cost of lower friction may have been a loss of traction.

Empathy is a hot topic in business right now: a query via your favourite search engine on empathy and business will yield tens of millions of results. Many organisations have now declared it the new competitive battleground and the natural evolution of Customer Experience (CX).


Research shows: empathy is the biggest driver of loyalty. With more interactions happening digitally, it has become harder to understand the emotions created by your operations, yet your customers still expect you to understand how they feel. Yet many companies are still primarily focused on driving operational improvement, reducing effort, and removing friction which has resulted in them unwittingly engineering out relationships with their customers; the cost of lower friction may have been a loss of traction.

In a world increasingly attuned to the mental well-being of its workforce, businesses, especially within the realm of contact centers and the public sector, face the escalating issue of unplanned absences and a high rate of employee attrition. This leads not only to a depletion of morale but also a substantial financial burden, which amounts to approximately $6 billion annually in contact centers alone.

Do you want to know how your customers really feel about your products and services? Do you wish to identify customer concerns and provide some proactive support to them, to ensure customer satisfaction is at its best? Or do you want to predict the future behaviour of your customers, enabling your business to maximise the effectiveness of your efforts and experience improved financial performance?

In today's rapidly evolving business landscape, success is determined not only by numbers but by nurturing the heart and soul of an organization – its people. Understanding the emotional state of every member of our team is not just a compassionate approach; it's a strategic imperative that leads to better business outcomes.

The conventional perception of contact centers has been predominantly categorized as a cost center—a necessary expenditure to maintain customer relationships. However, beneath this perceived fiscal burden, there's a largely uncharted territory of potential and Return on Investment (ROI) that remains unexploited in many enterprises.

In an era defined by an abundance of data and a need for intelligent decision-making, predictive behavioral analytics stands at the forefront of business innovation.

A smart way to go about business model design, and therefore product and service design, is to view it through the eyes of the customers. Because who else are better equipped to talk about customer needs than the customers themselves? In turn, this promises to lead to insights which could help the company gain an enhanced competitive advantage.

Now, the ability to know how the customers feel and think and why (cognitive empathy), feel what the customers are feeling (affective empathy), and understand their situation and feelings to the point of being moved to help (compassionate empathy), is an art by no means easy.