Imagine a world of customer experience management (CEM) unification. Where a CEO of a Fortune 500 company has his finger on the pulse of what millions of customers think about his company:
When he logs into his company’s metrics dashboard, he sees “Promoter Score: 62,” a high rating. By itself, that number is a single measure of customer health, but, similar to key financial measures like Net Profit and Revenue Growth, it doesn’t tell him enough about what areas of the company are driving that number....