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Customer Experience Engineering Demystified: An In-Depth Look

CSM Magazine

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.

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

Pointillist

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. Swati: We’ve also heard CX teams complain that their customer journey maps aren’t actionable.