On Metrics and Complacency
CX Journey
FEBRUARY 27, 2019
It was published on their blog April 19, 2018. The customer experience is a journey; your transformation work is, too! In other words, their scores, e.g., NPS, are high, so they act like their goal is met, and there's nothing more that needs to be done about the customer experience. What do the business metrics tell you?
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