Are Popular Customer Experience Metrics Just “Immature”, Or Do They Have Bigger Challenges?
Beyond Philosophy
JUNE 14, 2016
Based on insights from the Temkin Group report’s State of CX Metrics, 2015, a recent LinkedIn infographic post by CXPA co-founder Bruce Temkin labeled customer experience metrics as “Immature, But Improving”. Further, they are principally macro measures, and limited as enablers for taking detailed, granular experience action.
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