One of the highlights of this Forrester report (registration required) listing 14 Customer Experience Management (CXM) misconceptions is its focus on root cause analysis. Companies need to look beyond “gap analysis” and drill down into the people, process, and technology issues that are indeed driving a particular CX problem.
Completing an audit of your CX ecosystem is an excellent first step to identify the gaps in every interaction. It is not, in my opinion, the best tool for root cause diagnosis. Continue reading Apply Root Cause Analysis For a Better Customer Experience