Emotional AI: Understanding Customers to Improve Business Performance

On November 12, 2026, Emoticonnect will join members of Club WTC Paris Île-de-France at the Paris Île-de-France Chamber of Commerce for a workshop exploring how emotional AI can support customer relationships and business development. Led by Marie Argence, founder and CEO of Emoticonnect, the session will feature practical use cases and insights from experience.

Understanding What Lies Behind Customer Interactions

Why does a prospect hesitate when an offer appears to meet their needs? Why does a seemingly satisfied customer leave? What builds trust and encourages a lasting business relationship?

Sales data provides information about purchases, enquiries and complaints. However, it does not always explain the motivations behind those behaviours.

Emails, messages, reviews and conversations offer another perspective. They can reveal expectations, concerns, frustration or enthusiasm that conventional metrics may overlook.

Emotional AI analyses these signals at scale, helping teams better understand customer perceptions and adapt their actions accordingly.

Turning Insights into Practical Business Decisions

The goal is to turn this understanding into useful, everyday decisions.

Hesitation about price requires a different response from a lack of trust or difficulty understanding an offer. Similarly, a complaint may reflect an isolated issue or recurring frustration that gradually weakens the relationship.

By adding emotional and contextual insights to customer interactions, Emoticonnect helps organisations:

• Better understand barriers to purchase, adapting their messaging and responses.

• Personalise marketing and sales activities around expressed expectations.

• Identify signs of disengagement to prioritise retention efforts.

• Recognise what drives satisfaction and trust to strengthen relationships.

• Enrich CRM data with insights that complement sales records and customer histories.

  
  

This analysis supports teams by providing additional information to consider alongside the context and their own knowledge of each customer.

Supporting Business Development Across Markets

International business adds another dimension to customer relationships: the ways people express expectations, reservations and dissatisfaction vary across languages and cultural contexts.

For companies operating in multiple markets, understanding these nuances can help refine messaging, adapt customer support and interpret feedback more effectively.

The workshop will explore how emotional AI can contribute to these efforts and how it can be integrated into existing business tools and processes.

Exploring Practical Applications with Emoticonnect

On November 12, Marie Argence, founder and CEO of Emoticonnect, will introduce the principles of emotional AI and its applications in sales and customer relationships.

Through practical use cases and lessons learned, participants will discover how customer interactions can inform opportunity targeting, personalised engagement and retention strategies.

Exclusively for members of Club WTC Paris Île-de-France, the workshop will also provide an opportunity to discuss business needs and integration possibilities within existing systems.

Event Details

Date: Thursday, November 12, 2026Venue: CCI Paris Île-de-France — 11, rue Léon Jouhaux, 75010 Paris, FranceRoom: Versailles, first floor

Schedule:

• 9:00 a.m.: Welcome coffee.

• 9:30–11:00 a.m.: Emotional AI workshop.

  
  

Are you a member of Club WTC Paris Île-de-France? Join us to explore how a deeper understanding of emotions can inform business decisions and strengthen customer relationships.