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Emotions drive perceptions, and human interactions are more emotionally resonant than digital interactions. That’s why helping employees create more positive emotions in their interactions with customers is so important to customer experience (CX) outcomes.
In this webinar, Danielle Place, Margaret Rodriguez, and Sam Stern share data that highlights why emotions are so important to CX perceptions, their impact on customer loyalty, and how firms should help employees deliver more emotionally resonant experiences. They also share guidance on how firms can craft a customer emotion action plan that is relevant both for their CX/revenue growth relationship and for the current stage of their customers’ emotions.
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Emotions drive customers' perceptions — and human interactions are more emotionally resonant than digital interactions. That's why CX pros must help their colleagues deliver experiences that create more positive customer emotions. They can do this by shar
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