AI

Emotion AI and the New Rules of Customer Journey Mapping

For decades, Japanese businesses have set the global gold standard for customer service. Attention to detail and omotenashi (wholehearted hospitality) led to efficient, respectful, and satisfying experiences. Traditional customer journey mapping was our guide. It showed a linear chart with touchpoints from awareness to purchase and beyond. We found pain points, made transitions easier, and measured satisfaction with surveys and NPS scores. Beneath those high satisfaction ratings, a hidden world exists. It holds unspoken frustrations, brief moments of joy, and subtle anxieties. Surveys often miss these feelings. The customer journey, it turns out, wasn't just a path; it was an emotional rollercoaster. Emotion AI isn't just a new tool; it's a game changer. It calls for a fresh look at how we map the customer journey. Decoding the Language of…