Emotion is the key to CX differentiation: Forrester exec
Posted By Sarah Jones On In Featured,Industry sectors,Marketing,News,Research | No Comments{"ct":"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","iv":"ab2506fc5f9aabd9025caa5055653156","s":"b160180d1d0e7ff2"}