Point of View
Why Measuring Doesn’t Make You Taller
There is an old adage that what gets measured gets improved. While we understand the sentiment around this statement, the unfortunate reality is this isn’t necessarily the case.
As Forrester has pointed out, today’s experience management and measurement methodologies are not helping companies move the needle on either improved experiences or real business outcomes.
In this paper we outline three critical factors required to move from measurement to improvement.