In today’s age of the customer, brands have embraced customer experience (CX) as a key competitive differentiator. Forrester’s most recent CX Index survey (registration required) revealed that emotional experience accounts for almost half of customer loyalty to a brand. Service leaders must ensure their teams optimize processes and communication in ways that create positive emotional experiences for customers. Getting Started -- Implementing A CX ProgramA good first step in establishing more emotive customer interactions is to think about the high-level touchpoints in your customer experience. Ensuring That Technology Is Part Of The SolutionAdvances in sales and customer service technology can help businesses establish more emotionally satisfying customer experiences by:

Source: Forbes February 21, 2018 12:22 UTC