Emotion is experience; paying attention to sentiment is critical. The research is clear that sentiment heavily influences customer experience. How a customer feels they’re treated outweighs everything—even price. Customers are likely to churn, perhaps even dissuade others, based on a single interaction. Even long-term customers are at risk. Careful attention to outcome and sentiment across all channels and interactions is the best way to lower churn.
Learn how CustomerView by CR-X complements the Genesys Customer Experience Platform to bring customers the best way to measure, influence and improve customer experience. Register now to watch this webinar on-demand at your convenience.
Vice-President, Channel Sales and Marketing