Trends Report

How To Measure Emotion In Customer Experience

Upgrade CX Measurement Programs To Capture Customers’ Emotions

November 13th, 2015
With contributors:
Harley Manning , Megan Burns , Dylan Czarnecki , 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 pros must advance their firm’s ability to define and measure emotion metrics and use this information to improve CX.

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