Blog Posts Process Management

The AI Revolution in CX Measurement

Blog: Forrester BPM Center of Excellence

Let’s face it, most CX measurement programs could use a revolution – AI or other. Because CX measurement programs are: Crumbling: CX measurement relies too much on surveys. But transactional surveys capture only between 2% and 7.5% of interactions. And survey response rates are declining (not surprising, because firms flood customers with CX surveys that […]

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