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FORRESTER EXCLUSIVE: Human Emotion as a Driver for an Excellent Customer Experience

Victor Milligan
Posted: 11/16/2016

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



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Victor Milligan
Posted: 11/16/2016