The need to understand customer emotion and improve empathy in organisations has been well-documented in recent times. But how are major organisations putting the theory into practice?

In this on-demand CX Leader Session we discuss:

1. The emotional factors that move customers
2. What role customer experience leaders play in creating customer emotion and meaningful experiences
3. How to create the processes required to start monitoring, analysing and actioning emotion derived from customer interactions
4. How to design customer journeys with emotion in mind

Be sure to catch up on-demand for key insights into the importance of understanding customer emotion and empathy.