A holistic view of CX: Look at the whole and not just the broken part

When it comes to measuring and executing customer satisfaction programs, I’m a staunch believer that qualitative and quantitative measures go hand-in-hand. You have to have both – not one at the exclusion of the other – to understand how your organization performs against customer experience (CX) goals/targets and what causes the ebbs and flows of customer experience performance. While many of us are well acquainted with performance and survey metrics, some of the “softer” means of evaluation