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It is human nature to make emotional decisions based on nothing more than a reaction to a feeling, even if it is irrational.  In business, emotional decisions made every day without thorough customer experience analysis to support them is costing you tens of thousands of wasted dollars. How do you know? How do you know…

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About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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