Emotions play an integral role in how customers make decisions and form judgments. This means that how a customer feels about an interaction with a company has an enormous impact on his or her loyalty to that company. However, companies tend to ignore customer emotions, especially during digital interactions, which is problematic as customers are increasingly interacting with companies online. During this presentation, you learn about the Human Conversational Model, an approach for humanizing digital experiences by replicating the elements of strong human conversations.