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For Customer Experience Professionals

How To Measure Emotion In Customer Experience

Upgrade CX Measurement Programs To Capture Customers' Emotions

November 13, 2015

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Why Read This Report

How customers feel about their experiences with a firm can damage — or improve — their perception of the overall experience and the brand. However, few customer experience (CX) pros have integrated emotions in their CX measurement programs. That's why CX pros must advance their firm's ability to define and measure emotion metrics and use this information to improve CX.

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Table of Contents

  • Customer Experience Professionals Must Measure Emotion
  • Upgrade CX Measurement Programs To Capture Emotion Metrics
  • Recommendations

  • Help Your Organization Embrace Emotion Measurement In CX
  • Supplemental Material

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