A&Q: Using Journey Maps to Understand and Measure The Impact Of Emotion On Customer Experience

Forrester Research Vice President and Research Director, Customer Experience, Michael Gazala will be presenting a keynote and lead a workshop exercise at the forthcoming Customer Experience Transformation for Financial Services event (15-17 September, London). Here is a sneak peek into the 3 questions Michael will be covering during the sessions, on how to use journey maps to understand and measure the impact of emotion on customer experience. 

For more information on how your firm can benchmark and measure customer experience in the Financial Services sector visit this Forrester page: http://forr.com/1HonEf0

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