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