11 Customer Experience Trends for 2016 (The Year of Emotion)
Experience Matters
DECEMBER 15, 2015
In my post last year I named 2015 “ The Year of Employee.” In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. Effort Metric Expanding. Every interaction has three components: Success, Effort, and Emotion.
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