Summary
Forrester's Australia Customer Experience Index (CX Index™) research clearly demonstrates that emotions are the most important factor shaping customers' perceptions of their experiences with a brand. While companies generally acknowledge the importance of emotions in their relationship with customers, most lack a sound understanding of how different emotions affect their customer's experience. This understanding is critical for CX pros who wish to deliver high-quality experiences that truly differentiate them from their competitors and drive desired business outcomes.
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