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Author: Kaumudi Tiwari

customer experience
By  Kaumudi Tiwari

February 28, 2025

The great CX productivity debate: are we measuring success the wrong way?

Customer experience (CX) teams are obsessed with productivity metrics, but are we tracking the right things? Speed, efficiency and resolution rates dominate performance dashboards, shaping how success is defined. But here’s the real question: Does any of it improve the customer...

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