Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved.  

However, emotion is still a neglected area. In our latest guest blog CX expert, Martin Hill-Wilson, explains the vital importance of emotion within customer experience. He outlines how companies can learn from psychology to better understand how the mind works and thus improve emotive CX, going beyond empathy to taking effective action. Read the full post here on our parent company Enghouse Interactive’s website.