Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP
Pointillist
JUNE 6, 2018
I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. I think another challenge is capturing and quantifying the impact of customer emotion. There isn’t a metric or number that you put around it, so it’s hard to quantify the impact of emotions.
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