CX Cast Replay: Paying Employees For CX Is A Bad Idea

Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. Show Notes: Originally episode 147, this recording kicked off a theme we've continued to cover: employee CX. VP, Principal Analyst Maxie Schmidt and former CX Cast host Sam Stern dive into how incentivizing better CX scores encourages unintended behaviors, stepping into the shoes of employees who “game the system." The lesson: design the system carefully in the first place to encourage the right behaviors for better CX. Related content: 332: How To Set CX Metrics Goals - Forrester 147: Paying Employees For CX Is A Bad Idea (Part 1) - Forrester 148: Paying Employees For CX Is A Bad Idea (Part 2) - Forrester

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Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.