Convergences are cool when they happen and, for the past two months, I’ve been experiencing one around customer experience measurement. Today I was on the phone with a massive government agency talking about the way they measure customer experience and why it’s not working. Next week I’ll have another discussion with a major communications company about re-building its CX measurement system from “brownfield” and will also meet with a leader from a major software company on overhauling customer experience measurement globally. Two weeks ago I met with the head of digital at a top five bank about re-thinking how to measure the digital customer experience.
CX measurement has always been a hot topic, but judging from my convergence experience, it seems to really have picked up steam.
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