Lana Novikova is on a mission to teach computers to “read” your emotions. Why is this important? Her Toronto start-up, Heartbeat AI, is connecting the dots between artificial intelligence, cognitive sciences, consumer research and marketing to help organizations better know their customers, employees and patients – by understanding how they feel.
Emotional connections are at the heart of enduring or loyal customer relationships, as well as employee engagement. The difference between fleeting transactional customer interactions and experiences that leave a lasting impression – whether positive or negative – is whether the experience strikes an emotional chord with the customer.