Emotion is the key to CX differentiation: Forrester exec
Posted By Sarah Jones On In Featured,Industry sectors,Marketing,News,Research | No 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","iv":"700c5a040a39b437ded0bb16aeb10bbf","s":"277331c16b6ddb08"}