8 CX Trends for 2015 (The Year of the Employee)
Experience Matters
JANUARY 6, 2015
Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. They will also replace efficiency metrics, such as average handle times, with more customer-oriented measures. Customer experience' Human Resources Participation.
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