No.1 Driver of Customer Experience? Emotion

Presented by

Nan Russell, Head of Global Excellence, InMoment & Simon Fraser, Sr. Director of Customer Success, InMoment EMEA

About this talk

What is the number one driver of a great customer experience (CX)? According to Forrester, it's an emotional connection. As part of its 2017 CX Trends Report, InMoment surveyed 10,000 brands and 20,000 consumers across the globe to get a better picture of which emotions consumers associate with positive and negative brand experiences. InMoment's Simon Fraser, Sr. Director of Customer Success (EMEA), and Nan Russell, Head of Global Customer Excellence, give us a brief glimpse of what these emotions are and why they're critical for the relationships brands seek to build with their customers.

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