Now that your customers are stuck at home because of the COVID-19 pandemic, they’re engaging with you more digitally. They’re also in a more fragile emotional state.
So your digital channels must be more emotionally attuned than ever.
The role emotion plays is the most important dimension of customer experience (CX) quality — even for digital. What’s more, digital channels can provide more emotionally resonant experiences than face-to-face channels.
In this 50 minute webinar, you’ll hear from guest speaker Rick Parrish, VP & Principal Analyst at Forrester, and Grad Conn, CXMO at Sprinklr, on the digital customer experience and the importance of communication nuances.
- What emotions have the biggest impact on customer loyalty across industries
- 3 ways to create emotionally resonant digital channels
- What the drivers are for positive emotions in the digital customer experience
- How to think about the customer experience as a strategic initiative
CXMO at Sprinklr
VP & Principal Analyst at Forrester