The CX Cast®

The CX Cast®


250: Benchmark Customer Journeys To Drive Emotional Engagement (R)

July 08, 2021

To know what good customer journeys look like — and to benchmark them — customer experience (CX) pros need to understand how to design for emotion. This requires gaining a more granular understanding of how emotions impact CX and discrete customer journeys, going beyond simply delight. In this episode we’re joined by VP, Principal Analyst Joana de Quintanilha to discuss how to design for emotions and understand the emotional makeup of journeys.
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* Benchmarking Customer Journeys To Drive Emotional Engagement