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
Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.