On Metrics and Complacency
FEBRUARY 27, 2019
Image courtesy of Pixabay I originally wrote today's post for CallidusCloud. The customer experience is a journey; your transformation work is, too! I was recently asked for suggestions on how to prevent different business units and divisions within a larger organization from becoming complacent when they are performing well based on their customer experience metrics. One piece of advice I have is: never rest on your laurels! Customers change.