4 reasons why customer experience programs fail (and how to avoid them)
Alida
MARCH 10, 2017
Ongoing customer engagement needs to be a component of your CX program. The call to “improve the customer experience” is a nebulous one. CX programs often fall back on metrics such as Net Promoter Score to track success, without ever linking back to critical metrics such as churn, lifetime value (LTV) and revenue.
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