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Watch Now: Getting Digital Customer Experience (CX) Right Amid the Pandemic

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.

You’ll learn:

  • 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


Grad Conn
Rick Parrish
VP & Principal Analyst at Forrester

Access the webinar on demand

Originally broadcast on Wednesday, April 22, 2020


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