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Greg Kihlström - Guest Author

meaningful measurement of CX

It’s time for more meaningful measurement of CX

By Business Intelligence, Customer Experience, Quality Control & Customer Insights, Voice of the Customer (VoC)
This article is based on ideas from my recent book, Meaningful Measurement of the Customer Experience, now available everywhere. If you ask most business leaders what their primary measures of success are, they can probably tell you pretty easily. But when they are given reports with statistics on a regular basis, the information presented starts to cloud the judgement of…
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