The Increasing Impact of Emotion and Personalization
For the third consecutive year, we at InMoment have conducted our CX Trends Report examining how customers and brands prioritize essential elements of customer experience (CX), as well as exploring emerging trends. This year, we took a deep dive into emotion and personalization.
In this webinar, InMoment’s SVP of Customer Experience Strategy, Brennan Wilkie, and VP Head of client services in EMEA, James Bolle, share some very interesting insights from the report. Here are some of the topics you’ll hear:
- Which emotions customers identify with great experiences versus bad experiences
- How customers and brands view personalization and what that means for your business
- The disconnects between how brands and customers view CX