Blog Posts Process Management

How Volkswagen Group Australia Ended Customer Experience Bonuses And Boosted Scores And Profitability

Blog: Forrester BPM Center of Excellence

We know it’s a bad idea to pay employees for achieving customer experience (CX) metric targets. But how can companies move away from that practice if they’re already doing it? Jason Bradshaw and Andrew Sherwood-Jones from Volkswagen Group Australia (VGA) did it, and they shared their story with me (paywall). Yes, in the automotive industry: the industry […]

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