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 organizations to spend their time “chasing the score,” which can actually undermine CX success.
This e-book presents results alongside an argument that action/behavior
metrics are the best measures to help companies drive real action and lasting change. By downloading this eBook, you give MaritzCX and its partners permission to contact you for marketing and promotional purposes.