Why Your Customer Experience Metrics Miss the Boat
It’s time to shift focus from vanity scores to momentum, trust and organizational coherence. Continue reading… Go to Source Author:
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Back to Basics: 3 Foundational Capabilities for CX Success
Most CMOs see CX as vital, but few achieve it; success requires richer customer insights, journey-driven design and a culture that embeds customer-centricity. Continue reading… Go to Source Author:
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Why Voice of the Customer Breaks Down at the BPO Level
When your BPO profits from more calls, preventing issues isn’t in their best interest. Here’s how to reclaim your VOC. Continue reading…
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