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customer survey

The Best CX Metric Déjà Vu

Having seen a number of articles/heard a resurgence of opinions recently arguing for/against different CX metrics yet again, it’s time to clear my throat and assertively scream once more. The best CX metric is that which best explains the customer behaviors you are trying to motivate and the business outcomes you want to drive. This isn’t mere metric agnosticism. I’m not shrugging my shoulders and saying it doesn’t matter or I don’t care what metric is used. It’s empiricism. The best metric can only be determined by…