Benchmark Journey mapping Magazine Wait times 
Comm100
SEPTEMBER 10, 2018
Now, while friction in customer service is not as critical, there are times when it’s necessary for a customer to wait. However it’s possible to look for ways to entertain them thinking about another thing to make their wait time go faster. What customers want is to solve their issues and keep on going with their day.
Netomi
JANUARY 5, 2022
His coverage topics include the ROI of CX, CX strategy and governance, how CX leaders secure and retain sponsorship, the buy/own/advocate customer journey, voice of customer (VoC) and survey strategies, customer journey mapping, CX analytics and measurement, the role of social media and word of mouth (WOM) in CX, and persona development.
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