Skip to main content

Save or Share this Report

For Customer Experience Professionals

Your App Evokes These Emotions, But You Don't Know It

Digital Interactions On Apps And Websites Trigger Customer Emotions Too

July 16, 2018

Primary author headshot


Why Read This Report

The role of emotion in customer experience (CX) is long proven. Positive emotions improve CX, driving revenue growth; negative emotions do the opposite. Given this and the fact that many experiences today are digital, clients often ask us what digital triggers of specific emotions look like. To make the idea of digital interactions triggering emotions more tangible for CX professionals, this report showcases examples from websites and apps that evoke the top emotions that influence CX globally.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • Firms Are Oblivious To Emotion In Digital
  • Digital Triggers Of Emotion Look Like This
  • Recommendations

  • Review And Reshape Digital Journeys Through The Emotion Lens
  • Related Research Documents

Recommended Research