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":"134913183c9d3e563d891bd06fcdfbfc","s":"acc3b176f6d9522b"}
Share your thoughts. Click here