A Perspective and a Prospective on CX
Horizon CX
DECEMBER 31, 2018
It’s a metric—not a program— a topic that has been regurgitated and rehashed ad nauseum to the point where it has become so mundane that its value is being questioned and, in some cases, dismissed. Case in point—How many more articles are necessary to explain NPS? But, from that moment onward, I have never looked back.
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