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Methods to Capture Customer Emotions

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Don’t write a letter when you’re mad. Don’t go grocery shopping when hungry. We all know that emotions affect our decisions. Our customers are no different!

Emotion is becoming a big deal in customer experience. So how can you capitalize on it? In this webcast we’ll discuss: 

  • Why emotion has become something CX professionals need to pay attention to 
  • Which emotions are valuable to track 
  • How to measure customer emotion in a practical and actionable way, using techniques such as text analytics, journey mapping and surveys 
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