Report

Understanding The Impact Of Emotion On Customer Experience

Emotionally Savvy Brands Combine CX Discipline With Empathy To Make Customers Smile
July 13th, 2015
With
Michael Gazala
Carla O'Connor
Ryan Trafton
and Rachel Birrell

Summary

Companies work hard to improve customer experience (CX) but often emphasize its utilitarian aspects of effectiveness and ease rather than emotion — how interactions make customers feel. This report explains why their bias toward the rational side of CX li

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