11 Customer Experience Trends for 2016 (The Year of Emotion)
Experience Matters
DECEMBER 15, 2015
In my post last year I named 2015 “ The Year of Employee.” With this post, I’m declaring 2016 “ The Year of Emotion.”. We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. Effort Metric Expanding. Metrics to Action Realigning.
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