As we approach 2026, customer experience (CX) teams are at a crossroads, with growing concerns about their obsession with metrics and performance indicators. This ‘gravitational pull’ toward dashboards and key performance indicators (KPIs) can lead to a precarious situation where the true purpose and impact of CX efforts are compromised. CX professionals must reassess their strategies to ensure that they are not trapped in a cycle of metric obsession.
The impending year 2026 is anticipated to be a pivotal moment for these teams, prompting necessary changes to avoid being consumed by this obsession. The focus should shift towards meaningful impacts rather than mere numbers, allowing for a more holistic approach to customer experience. This pivotal decision point will likely influence how CX teams evolve and adapt in the competitive landscape, ultimately shaping their effectiveness in delivering customer satisfaction and engagement.
👉 Pročitaj original: Forrester
