According to research by Forrester, companies work hard to improve the customer experience but often lack a focus on emotion and its important role in service. In this best practice guide, CX leaders will gain practical insight and transferable guidance on using their contact center to make emotional connections that improve the customer experience.
One of the most common shortcomings of CX programs is a limited focus on the elements of effectiveness and ease, without considering how the typical customer experience leaves customers feeling. Effectiveness and ease are important, but organizations that consider the emotional experience position themselves for customer experience success. But how is that done effectively? And in what ways can organizations measure the impact of their efforts?