Blog Posts Process Management

Don’t Pay Employees For Delivering Good CX – Why Monetary Incentives Drive Worse CX In The Long Run

Blog: Forrester BPM Center of Excellence

Tying CX performance to monetary incentives backfires. Every time. Often in spectacular, unforeseen ways. And while we have seen some firms take the leap into a world without monetary CX incentives, tying accountability for CX to money is still a common shortcut in CX transformations. Unfortunately, that weakens employee morale and creates bad CX. Or […]

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