Forrester's CX Cast

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A weekly discussion with Forrester analysts highlighting new customer experience research and relevant customer experience topics in the news. More information at www.forrester.com.


Ep. 25 The Impact of Emotion on Customer Experience

September 24th, 2015

Episode 25 of 115 episodes

After a 2-week hiatus, CX cast is back for the new fall season with another look at the role of emotion in customer experience. In the episode, VP and Principal Analyst Megan Burns discusses the basic rules of human emotion and how CX pros can apply these rules to help anticipate and manage customers' emotional experience. To learn more, read Megan’s report on Understanding The Impact Of Emotion On Customer Experience or see her speak live at our CX conference in London in November. Register before 10/10 and save $200 off the regular registration price with code CX15CAST.

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