CX teams are facing a significant challenge as they approach what is described as the event horizon of metric obsession. This phenomenon pulls them toward an over-reliance on dashboards and key performance indicators (KPIs), which can obscure their core purpose and effectiveness. As organizations strive for efficiency and measurable outcomes, this fixation may lead to diminishing returns and a disconnect from genuine customer experience goals.
The year 2026 is poised to be a pivotal moment for these teams. They must find a way to rebalance their focus, steering away from merely tracking metrics to understanding their impact on customer satisfaction and loyalty. Recognizing this inflection point is essential for the future success of CX initiatives, allowing for a more holistic and impactful approach to managing customer relationships.
👉 Pročitaj original: Forrester
