Human Emotion as a Driver for an Excellent CX

Add bookmark

Customer experience

Human emotion is a primary driver of how people feel about brands and the extent to which those feelings — along with needs/wants — drive spend. This basic reality sits underneath customer experience (CX) initiatives, as one of CX’s core objectives is to design experiences that evoke emotions that drive affinity and spend.

SEE ALSO: The Customer Experience Revenue Growth Equation Holds True In Europe

Download this exclusive report from Forrester to learn about:

  • The emotion gap
  • Designing for moments
  • Operationalising signature moment design



Upcoming Events

CCW Europe Summit

6 - 8 October 2025

Hôtel Mövenpick & The Passenger Terminal, Amsterdam, Netherlands

CCW Europe Summit

Mastering CX: AI Agents 2025

October 14, 2025

Free CX Network Webinar Series

Mastering CX: AI Agents 2025

CX BFSI USA Exchange

October 14-15 2025

Miami Marriott Biscayne Bay, Florida

CX BFSI USA Exchange

Latest Webinars

3 ways AI can shut down costly contact center failures

2025-11-18

10:00 AM - 11:00 AM EST

Learn how to prevent digital failures, automate smarter, and empower agents—turning your contact cen...

The next decade of customer feedback

2025-10-29

10:00 AM - 11:00 AM CET

Learn how AI-powered customer feedback management will catalyze CX innovation in the next 10 years

The next decade of customer feedback

2025-10-28

11:00 AM - 12:00 PM EST

Learn how AI-powered customer feedback management will catalyze CX innovation in the next 10 years

Recommended