Gartner Research

Emotional Experience Maps (Business Development Bank of Canada)

Published: 17 June 2014

ID: G00340843

Analyst(s): Marketing Research Team

Summary

The Business Development Bank of Canada (BDC) tracks customer emotions at each stage of the experience to discover customers’ personal needs, including identity needs. This enables BDC to make high-impact experience improvements, not just operational fixes, driving a 13% increase in renewals.

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