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Are You Prepared to Include CX Metrics in Earnings Calls?

Blog: Forrester BPM Center of Excellence

Hardly any of the executives who include customer experience (CX) metrics in their quarterly earnings calls do it well. Forrester recommends avoiding CX metrics entirely. Stick to metrics that describe key business results and reflect the strategic goals of the organization — like revenue, profit, or customer retention — at least until you’re sure that […]

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