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Description
Being able to measure how an interaction makes a customer feel is the only way for Customer Experience (CX) Pros to master emotional customer experience, prevent an epidemic of negative emotions, and validate design initiatives that aim to improve CX. However, the practice of measuring emotions for CX is nascent. In this Webinar, Maxie Schmidt-Subramanian explains how to create a CX measurement framework that helps you capture emotions in CX and drive business outcomes.
Agenda:
- What does a great CX measurement program look like?
- Which metrics help you measure emotions?
- Which tools should you use to measure how customers feel about their experiences?
- How can you drive action based on emotion metrics?
Key takeaways:
- Assess how useful different emotion measurement tools are for CX measurement.
- Learn how to augment and go beyond existing CX measurement tools to better capture emotions.
- Understand how to use emotion insights to improve CX.
- Learn how to help your organization embrace emotion in CX measurement.
Vendors mentioned: TBA
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