Brands are officially doing business in what Forrester calls “The Age of the Customer.” In this new era, customer experience (CX) is the battleground in which organisations win and lose. In fact, Gartner predicts that 89% of organisations will compete primarily on CX, and Forrester has declared CX as the only sustainable competitive advantage remaining in today’s marketplace.
In order to compete effectively in the Age of the Customer, brands need to elevate their approach to CX. The journey starts in the contact centre and the key ingredient for delivering a five-star CX in the contact centre is understanding and leveraging emotion across customer interactions.
This whitepaper will help you understand how this is done.