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Pointillist study raises questions about CX budgets and the value of VoC programs

Pointillist study raises questions about CX budgets and the value of VoC programs

Difficulties in proving the return on investment for customer experience initiatives, as well as connecting metrics like Net Promoter Score to cross-channel activities are among the key challenges facing CX leaders, according to data collected by Pointillist.

The Boston-based firm, which

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