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For Customer Experience Professionals

Four Myths About Consumer Emotion That Are Leading You Astray

A Consumer Technographics® Report

June 19, 2017

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Why Read This Report

Companies that struggle to resonate with customer emotions often lack an understanding of how those emotions work; they're trapped in the belief that technology is functional, not emotional. We can see why: Long-standing stereotypes about emotion lead to unchallenged but false assumptions among marketers and CX professionals. Using Forrester's Technographics 360 methodology, we debunk four myths to prove that emotion is the most critical factor in connecting with customers and why technology enables that emotional connection.

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Table of Contents

  • Look Past Demographics And Channels To Grasp Consumer Emotion
  • How Forrester Can Help

  • Technographics 360 Delivers A Comprehensive View Of Consumers
  • Supplemental Material
  • Related Research Documents

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