Apply A 70/30 Rule For Trending CX Metrics
Forrester IT
JANUARY 14, 2019
“Trending” reminds me of the fairy tale The Magic Porridge Pot, in which the pot wouldn’t stop cooking porridge and flooded the entire village. Just like that, CX professionals drown in an ever-increasing flood of metrics that they need to measure and report over time. This leaves CX professionals: Handcuffed.
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