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  • Report Brief: Managing The Emotional Impact Of Your Customer's Experience

    Why Companies Must Understand And Manage How They Make Their Customers Feel
    May 19, 2016 | Thomas McCann, Anjali Lai

    Forrester's Australia Customer Experience Index (CX Index™) research clearly demonstrates that emotions are the most important factor shaping customers' perceptions of their experiences with a...

  • Report Utility And Emotion Drive Amazon's Global Appeal

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    November 13, 2015 | Anjali Lai

    Whether you're a retailer or not, you're competing with Amazon. The company's approach to customer service and fulfillment is powering impressive growth across the globe and raising consumer...

  • Report What Do Excellent Emotional Customer Experiences Look Like?

    A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data
    June 16, 2015 | Anjali Lai

    Human emotions are complex, and creating experiences that appeal to those emotions can seem like an esoteric, abstract task. However, the leaders in Forrester's Customer Experience Index so...

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