Whether you realize it or not, customer experiences are chock full of emotion. To help CX pros unpack what this means for their experiences, analyst Anjali Lai from Forrester’s Data Insights Innovation team shares the benefits of managing emotions effectively and how one company delivers exceptional emotional experiences for its customers. For more on Anjali’s emotion and CX research, see her speak live at our upcoming San Francisco and London CX forums and save $200 off the regular registration price with code CX15CAST.