FORRESTER EXCLUSIVE: Human Emotion as a Driver for an Excellent Customer Experience
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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.
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Download this exclusive report from Forrester to learn about:
- The emotion gap
- Designing for moments
- Operationalising signature moment design