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  • 1 year ago
80: Quantifying Your Customers' Emotions, Part 2

80: Quantifying Your Customers' Emotions, Part 2

In Part 2 of our discussion on quantifying emotion with Forrester CMO Victor Milligan and VP of Customer Experience Index Roxie Strohmenger, we dig into the nitty gritty of how to measure the specific emotions your customers have, including how to "titrate" your measurement program (explanation included).

If you missed part 1, please go back to episode 79 and check it out. We also have a bunch of related CX Casts in our archive for those who want to learn more on the role of emotion in CX: Episode 77, on the Rise of the Empowered Customer, Episode 37 on How To Measure Emotion in Customer Experience, and Episode 25 on The Impact Of Emotion in Customer Experience.