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":"92def42f99f80210e81597cc8595f83e","s":"a32ef191c79a9297"}
Share your thoughts. Click here