Breaking Down Customer Experience Challenges: A Conversation with Annette Franz, CCXP
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). Another challenge for customer experience teams is figuring out how to move forward and build momentum after they’ve created their first customer journey map.
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