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For timestamps see below.
Stop measuring touchpoints…? Que?
That was the response from several CX colleagues on LinkedIn when I posted the quote that I think we should stop measuring touchpoints and focus on the journey instead.
Of course, in 1 post and 1 picture I can not share too many nuances, so I decided to make a podcast to give some context and also answer some of the specific remarks.
So if you want to know:
Then I’m sure you will value the perspectives I share in this podcast!
They are not “the truth”, it’s just what I have seen to work and not work in my years of running CX transformation programs.