Chief Customer Officer Entertainment Feedback Journey mapping 
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. Swati: We’ve also heard CX teams complain that their customer journey maps aren’t actionable.
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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