Multichannel
June 17, 2015
Consumers emotions have a significant impact on their behavior
By Kay Sorin
NEW YORK – Emotions are an essential element of the consumer experience that brands must address to establish meaningful connections, according to an analyst June 16 at Forrester’s Forum for Customer Experience Professionals: "CXNYC 2015."
{"ct":"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","iv":"aad6fc225e8cf3bedb36839d3f445718","s":"034af106766e248a"}
Share your thoughts. Click here