Forrester recently published a paper on the future of customer experience measurement and they didnt mince words with comments like:
CX leaders told us that their response rates are declining, especially among younger customers
Todays empowered customers reject old-school CX surveys
Even companies that have an advanced CX measurement program need to innovate further to remain relevant and effective.
They have some great examples embedded in the paper, but Im starting to hear some variation of, OK. Im on board with what Forrester is saying, but specifically, what do I need to do to get more feedback and more thoughtful feedback?
Heres how Im seeing Forresters concepts applied successfully...
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