Satisfaction is no longer enough! Customer Satisfaction—or “CSAT”—is a commonly accepted measure of success for CX (Customer Experience) leaders around the world. However, CSAT is losing its relevancy. A recent Qualtrics study found that excited and emotionally connected customers spend an average of 52% more than a merely satisfied customer. In today’s market landscape, companies must go beyond customer satisfaction, which has long been the target. To thrive, businesses....