Apply a 70/30 rule for trending CX metrics | Forrester

“Trending” reminds me of the fairy tale “The Magic Porridge Pot” where the pot wouldn’t stop cooking porridge and flooded the entire village. Just like that, CX professionals drown in an ever-increasing flood of metrics that they need to measure and report over time. This leaves CX professionals: Handcuffed. CX pros spend time they could […] [from http://bit.ly/2leQDNn]