The Customer Emotions Driving CX Success

A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
October 22nd, 2015
With Contributors:
Melissa Burbank
Emily Atkinson
Theresa Pappafotopoulos
Xiaotong Duan
and Rachel Birrell


Appealing to emotion is key to building superior customer experiences; however, emotion also poses new challenges in customer understanding. We used Forrester's Technographics 360 approach, combining quantitative and qualitative data, to evaluate how emot

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