Chatbots, Chief Customer Officer, Customer effort and Metrics

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. But there are general metrics of success around the work that they’re doing. Swati: What kind of CX metrics do organizations employ to measure success? Annette: It’s a mixed bag.

Journey mapping

Journey mapping Customer Experience Chief Customer Officer Metrics

What is Knowledge Management?

Mindtouch

AUGUST 21, 2019

This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof. Customers, on the other hand, might seek information within their product (in-product contextual help content ), using Google, or through a company’s website and chatbot interface.

Management

Management Self service Chief Customer Officer Chatbots

Customer Contact Central

Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP

What is Knowledge Management?

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