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Companies in every industry have realized that improving customer experience is crucial when it comes to boosting customer loyalty, driving referral rates, and extending lifetime value. The Temkin Group, a leading customer experience research firm, has found that emotional experience is a key component in all of these outcomes. Customers who have good emotional experiences with a company are 12 times more likely to recommend that company to a friend, 5 times more likely to forgive a mistake, and 6 times more likely to buy again.

As a behavioral analytics company that provides real-time emotional intelligence on customer phone calls, Cogito is proud to be named by the Temkin group as one of eight innovative vendors dealing with customer emotions.

“Customer emotion is a key driver for loyalty, yet it is often ignored because companies don’t know what to do about it,” states Bruce Temkin, Managing Partner of Temkin Group. “These vendors are helping companies understand and take action on engaging customer emotions.”

To learn more about this years innovative customer experience vendors, continue reading here.

Steve Kraus
Steve Kraus

Steve brings over twenty years of experience in marketing, selling, and delivering customer engagement solutions to the world’s most customer-centric organizations. Prior to joining Cogito, Steve led product marketing for Pegasystems CRM suite of applications, growing the suite from a niche player into a recognized leader for marketing, sales, and service applications. Steve led go-to-market activities for Verint (formerly KANA Software), serving as the General Manager for Verint’s customer experience management applications, and led product marketing and strategy for Chordiant Software’s CRM applications. Earlier in his career, Steve managed consulting teams within Ernst &Young. He has a B.A. in Economics and Accounting from The College of The Holy Cross.