Incentivising great CX: myths busted

Firms that want to compete on customer experience (CX) often fall prey to the dazzling allure of ‘shortcuts’. But relying on these simplistic approaches for improving CX makes customer experiences worse.

A good example is the question of whether to tie employee performance on CX metrics (e.g. satisfaction, Net Promoter Score) to monetary incentives (e.g. variable pay). Forrester gets this question a lot, and our answer