2017 CX Trends Report

2017 CX Trends Report

The Power of Emotion and Personalisation

We just talked to 10,000 brands and 20,000 consumers around the world about customer experience (CX).

In particular, we were curious to see what brands and consumers thought about emotion and personalisation, and how that weaves into CX. Here are just a few of our findings:

  • 38% of consumers associated the emotion “satisfaction” with positive brand experiences and 40% of consumers chose that same emotion to describe their experience with brands to which they are loyal.
  • Consumers were nearly twice as likely as brands to say they associate the emotion of “anger” with bad experiences.
  • 45% of consumers prioritise having a personalised experience for support interactions over those dealing with marketing or purchase process personalisation.

Get the full report to see how emotions and personalisation can affect the relationship between you and your customers.


Change Region

North America
United States/Canada (English)
Dach (Deutsch) United Kingdom (English) France (français) Italy (Italian)
Asia Pacific
Australia (English) New Zealand (English) Singapore (English)