Why Paying Employees for Delivering Good CX is a Bad Idea


Forrester

Forrester

Author Bio


Author Bio

Forrester Research Report

Firms should hold employees accountable for delivering better experiences. Many companies do so by linking CX performance to variable pay. Unfortunately, that is a mistake. Forrester has identified five myths about monetary CX incentives that explain why companies reach for them so often and why they are just as often frustrated — or even appalled — by unintended consequences. This report, Why Paying Employees for Delivering Good CX is a Bad Idea, May 2018, Forrester, recommends better ways for driving customer-centric behaviors that improve CX delivery and guides CX pros on weaning their organizations off monetary CX incentives.

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