Digital channels are now a primary interaction channel for most customer and employee experiences, a trend only accelerated by the COVID-19 pandemic. While this shift to digital does offer organizations a number of XM opportunities, the inherent “coldness” of these channels can make it harder for brands to emotionally connect with their audience.
In this brief presentation, Isabelle Zdatny, XM Catalyst with XM Institute, shares seven techniques organizations can use to humanize digital experiences and emotionally engage their visitors.
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