How can teams go beyond traditional metrics like customer satisfaction scores and conversion rates to measure the emotional impact of their strategies in bridging gaps identified through customer journey mapping, and how can this emotional data be used to further enhance the customer experience across all channels?

Teams can go beyond traditional metrics by incorporating qualitative measures such as customer feedback, sentiment analysis, and emotional response tracking. These methods can provide deeper insights into how customers feel at each touchpoint of their journey. By analyzing emotional data, teams can identify pain points, moments of delight, and areas for improvement to enhance the overall customer experience. This data can then be used to personalize interactions, tailor messaging, and create more emotionally resonant experiences across all channels, ultimately fostering stronger connections and loyalty with customers.