The Most Common Reasons Customer Experience Programs Fail
Harvard Business Review
DECEMBER 28, 2016
Most CX programs are broken in similar ways: They are not designed with change or innovation in mind. Mistake #1: Forgoing change and innovation. If a score improves, that number is heralded and CX teams use it as evidence of innovation and improvement by the team. Often, these results are accepted at face value.
Let's personalize your content