Summary
Most organizations face contradictions between customer feedback and operational metrics, which hurts their decision-making and prevents them from improving the customer experience (CX). CX leaders must take charge of identifying these contradictions and cultivate “customer-correct” metrics — operational performance metrics that reflect the customer experience. CX leaders should escalate their approach from collaborative to unilateral as necessary. This report helps CX leaders ensure alignment between their customer feedback and operational metrics.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).