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Avoid Bad HiPPO Directives With Insights and Prioritization

Blog: Forrester BPM Center of Excellence

CX professionals often fall victim to the top-down HiPPO approach to prioritization; HiPPO being an acronym for the “Highest Paid Person’s Opinion” – where priorities are set by the CEO or other senior management based on gut and experience rather than actual underlying data. Case in point, Hilton hotels digital team often received “suggestions” from […]

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