XM Knowledge Base
ANALYST REPORT_
Measure journeys to drive emotional engagement
Emotion is a key component of any customer journey — reducing ‘negative’ emotions like frustration, and designing experiences to elicit a positive emotional response will result in more revenue, and increased loyalty.
In this report, Forrester looks at the importance of emotions in the customer journey, how you can measure them, and how you can curate experiences that drive a positive emotional response from your customers.
Download this report to learn:
- How to measure the emotional makeup of journeys
- Why it’s important to measure emotions
- The difference between complexity and intensity along a customer’s journey
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