Report

How To Measure Emotion In Customer Experience

Upgrade CX Measurement Programs To Capture Customers' Emotions
November 13th, 2015
With Contributors:
Megan Burns
Dylan Czarnecki
and Kara Hartig

Summary

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

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