Use The Peak-End Rule To Make Your Customer Experience Program Cost Effective
Middlesex Consulting
MARCH 5, 2018
Lesson #1 – CX ROI is a very big topic both within CXPA and the B2B community in general. This is the book that introduced the Customer Effort Score and proposed it as more useful than NPS©). Mr. Lee lives in Hong Kong and has been President of Global CEM for almost 17 years.
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