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I think another challenge is capturing and quantifying the impact of customeremotion. 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 customerjourneymaps aren’t actionable.
Processes and Technologies in Customer Experience Engineering CustomerJourneyMappingCustomerjourneymapping 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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