How Emotion Redefines Customer Experience in the AI Era

On this episode of The Customer Experience Show, Ian Baer, founder and Chief Soothsayer of Sooth, dives into how brands can deliver more meaningful customer experiences by blending AI with emotional intelligence. Baer explains that while traditional CX relies heavily on metrics and feedback loops, today’s consumers expect to feel understood—not just served. He outlines how Sooth’s emotional framework helps companies identify what customers truly value, creating experiences that drive loyalty, increase lifetime value, and differentiate brands in a saturated market. For leaders navigating the evolving CX landscape, this episode offers a roadmap to empathy-driven growth.

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