Customer emotions Employee engagement Metrics Multichannel 
TechSee
AUGUST 26, 2020
However, enhancing the customer journey requires an equal focus on another dimension of customer service: the employee journey. For years, companies have focused on improving CX by offering customers a seamless omnichannel or multichannel experience that provides consistency across multiple touchpoints and channels.
Pointillist
OCTOBER 22, 2018
In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. An even smaller number, 21%, were confident that they shared these metrics in an actionable way. AI can help you to: Better understand your customer experience data.
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