Chief Customer Officer and Customer emotions

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Chief Customer Officer

Customer emotions

Is There a Place for Traditional Surveys in a World Ruled by Social Media?

CSM Magazine

JUNE 30, 2021

Jason Grier, EVP and Chief Customer Officer at Reputation looks at the future of customer feedback surveys and how customer emotion is better captured on social media than by traditional survey forms. While at McAfee, Jason built a reputation as an industry leader in customer support and operations.

Surveys

Surveys Chief Customer Officer Feedback Customer emotions

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.

Journey mapping

Journey mapping Customer Experience Chief Customer Officer Metrics

Webinars

How to Optimize Call Monitoring: Automate QA and Elevate Customer Experience

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Customer Contact Central

Is There a Place for Traditional Surveys in a World Ruled by Social Media?

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

Webinars

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