1. CRM to Get Emotional in 2016

    CRM to Get Emotional in 2016

    Temkin Group on Tuesday predicted 2016 will be the year of emotion. That's one of 11 customer experience trends to watch for in the coming year, managing partner Bruce Temkin wrote in a blog post. "Emotion is the component of customer experience that has the largest impact on loyalty, but it is also the area where companies are least adept and often seemingly ignore," he wrote.

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    1. It's not just how you feel in isolation, it's the whole package.
    2. If companies understand these trends, they can decide which ones apply to them in the near term.
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