Summary
Many companies think that linking CX performance to employees’ variable pay leads to better experiences for customers. Unfortunately, that is a mistake. Instead, these incentives distract from what motivates customer-centric behaviors. This report exposes five myths that lead companies to rely on monetary CX incentives, recommends better ways for driving customer-centric behaviors that improve CX delivery, and guides CX pros on weaning their organizations off monetary CX incentives.
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