We just published the 91st issue of Quality Times, Vocalabs' newsletter about customer experience and surveys.
This month the theme is making the right decisions in Customer Experience. I discuss how good CX is about enabling and encouraging people throughout the organization to make a lot of little decisions the right way, as opposed to making a handful of big strategic decisions. That leads into one of the big strategic decisions many organizations get wrong: collecting survey data for the sake of collecting data.
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