Frictionless customer experience is a consumer expectation in 2022. Brand leaders must prioritize supreme CX to retain existing customers and win over new ones. But good CX is table stakes for a modern business—it alone isn’t enough to engender brand loyalty. Instead, consider how emotion drives human behavior, and what that means for customer acquisition and customer retention strategies. The notion of “emotional loyalty” is forging a new category, and brands must take notice. In this webinar hosted by Acoustic, guest speaker and Forrester VP, Principal Analyst Mary Pilecki will explore behavioral and emotional loyalty’s influence on brand health and detail why a transactional view of brand loyalty—eschewing human “feeling” about a brand—can ultimately cause brand harm. Mary will detail how to merge both offline and digital CX to create brand advocates (for life!), sharing how brand experiences can be both aligned with values-based buying and operational and measurable.