Some customer experience (CX) leaders are beginning to question the obsession with NPS, Overall Satisfaction, and other similar measures of overall CX performance.
Why? Experience has shown that these measures can entice organisations to spend their time “chasing the score”, which can actually undermine CX success.
You need to measure, monitor, and reward CX efforts to create a successful CX programme.
Download this whitepaper to learn:
- Why score-chasing creates bad outcomes
- How to put action at the core of your programme
- The framework for ROI-focused CX initiatives
It’s time to start focusing on creating positive customer experiences, instead of just focusing on the score.
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