Customer effort Customer emotions Entertainment Journey mapping 
CSM Magazine
MAY 19, 2023
Processes and Technologies in Customer Experience Engineering Customer Journey Mapping Customer journey mapping is a crucial process in customer experience engineering. This helps businesses identify bottlenecks, pain points, and opportunities to enhance customer experience.
Pointillist
JUNE 6, 2018
Most of my clients employ well-known metrics such as NPS, Customer Satisfaction (CSAT), , First Call Resolution (FCR), and Customer Effort Score (CES). They also use customer lifetime value(CLV), share of wallet, and retention. I think another challenge is capturing and quantifying the impact of customer emotion.
Expert insights. Personalized for you.
52 
Let's personalize your content