Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP
Pointillist
JUNE 6, 2018
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. Swati: We’ve also heard CX teams complain that their customer journey maps aren’t actionable.
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