Lesson #2: CX Measurement Is Hot, But It's Not What You Think It Is
PeopleMetrics
JULY 17, 2018
As noted previously, the term VoC is frequently used to describe the measurement of the customer experience; so is the term customer experience management (CEM). So, what is CX measurement or VoC? Consider a telecommunications company whose business model is signing up customers for a one-year contract for various wireless services.
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