Blog Posts Process Management

Go Beyond Surveys In CX: Learn From Two Practitioners’ Experiences

Blog: Forrester BPM Center of Excellence

At Forrester’s CX North America event, I delivered a session about going beyond surveys to measure customer experience (CX). To help convince attendees it’s possible, I asked two wonderful guest speakers to highlight their organization’s efforts to move beyond surveys in CX: TS Balaji, vice president of experience design and customer experience at Cox Communications […]

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