416: Measure For Insights, Not Just Metrics

Measurements have somehow become the de facto way of measuring customer experience success. However, the problem with this system is that it doesn’t include insights. We don’t offer enough context for these metrics, which makes them even less useful for the continued improvement of our customers' services. Measurements and the way we measure things have become really important for business leaders. Learn more about your ad choices. Visit megaphone.fm/adchoices