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Why Looking For The Perfect CX Metric Is Futile — And How To Try Anyway

Blog: Forrester BPM Center of Excellence

What is the right top-line CX metric? I lead the CX measurement research at Forrester and get this question a lot. Usually clients ask whether Net Promoter Score (NPS)* is best, or whether customer satisfaction or effort make more sense, or whether there is something new and exciting coming up. So I thought I’d share […]

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