Blog Posts Process Management

Real-Time Customer Experience

Blog: Forrester BPM Center of Excellence

When I first saw buttons at Heathrow that let travelers give instant feedback on how they were feeling, I laughed. Measuring and refining customer experience is about long-term strategy, not raw takes on what’s happening now. I was wrong. Forrester’s Customer Experience Index shows that most companies are stuck at “poor” or “very poor” levels […]

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