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Forrester’s “Only CX Metric That Matters”

Harley Manning wrote an eye-opening blog yesterday that all CX or VoC professionals should read. Here’s the link: https://go.forrester.com/blogs/theres-just-one-cx-metric-that-matters-to-your-c-suite-but-youre-not-reporting-it/ I won’t attempt to paraphrase Harley’s entire blog, but the key takeaway for me was his point that CX programs MUST be measured in DOLLARS.  While NPS, CSAT and other survey-centric measurements are nice, the only metric …

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