The Science and Art of CX Goal Setting
InMoment XI
OCTOBER 7, 2021
In this blog I will address a question that I’ve come across many times during my 20 years as a research consultant: “What is the best way to set goals for my CX program?”. Outcome goals usually focus on obtaining a score on a specific measure such as overall satisfaction with a given transaction (e.g., What Is Your Current Score?
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