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. Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). journey.com ).
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