Customer Experience (CX) has been a bubbling word in business for some time now. We all already know how valuable a good CX is for the business and what value it brings to the bottom line. A few years back the word Employee Experience (EX) joined the club, alongside CX, these two help to measure and explain why are other...
When we finally decide that we want no measure our performance and the experience that the company is delivering to its customers or employees, how can we make sure that we can truly utilize the results?
Previously I wrote that customers', and in our case participants', emotions are in the center of my attention. Emotions are interesting yes, important, yes - but what next? 50% of customer experience consists of emotions, but how can we concretely do the measurement of the emotions itself and what is the impact of emotions to the business?