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Get Ready for Planning Season: Is Your CX Beacon Metric Still The Best Choice?

Blog: Forrester BPM Center of Excellence

It’s that time of year again. We’re not talking about back-to-school (although there are probably many parents excited about that milestone). No, we’re referring to the annual planning cycle: reviewing performance against OKRs and supporting KPIs, plus subsequent budget planning. For CX professionals, it can be a particularly stressful time as CX metrics are scrutinized […]

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