Best Practice Report

Why Paying Employees For Delivering Good CX Is A Bad Idea

How CX Pros Can Make Every Employee Accountable For CX Delivery Without Resorting To Monetary Incentives

May 23rd, 2018
With contributors:
Harley Manning , William Willsea , Ben Salamin , Shayna Neuburg


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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