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For Customer Experience Professionals

Beyond Surveys: New Tools For More Effective CX Measurement

April 29, 2015

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Why Read This Report

Structured surveys are the mainstay of customer experience (CX) measurement programs. Despite their advantages, surveys fall short in ways that can leave gaps in the insight that CX professionals need or even mislead CX efforts altogether. This report shows ways for CX pros to compensate for the shortcomings of today's typical experience surveys.

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Table of Contents

  • Despite Their Limitations, Surveys Are The Mainstay Of CX Measurement
  • Compensate For CX Measurement Survey Limitations

  • CX Measurement Will Become More Individualized And Continuous
  • Supplemental Material

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