My second guest post for Stella Connect is live: "What Gets Measured Gets Mis-Managed"

The argument in a nutshell: customer experience practitioners, by and large, have devoted far more effort to gathering data than understanding how to interpret it, and as a consequence spend most of their time pursuing the wrong goals.

I gotta be honest: CX data scares me. I've learned a fair amount about research methods, data gathering and interpretation over the last few years, and having crossed the threshold from unconscious to conscious incompetence, I'm supremely grateful for my colleagues who really understand this stuff.

Enjoy!

#customerexperience #cx #loyalty

See this post on LinkedIn