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Listen "428: Just Another Number? Introducing Forrester’s Total Experience Score"
Episode Synopsis
This week on the CX Cast, Forrester research director Rick Parrish joins Martin and Angelina to discuss Forrester's new Total Experience Score — a framework designed to unify brand and CX measurement. Tune in to hear why legacy metrics like Net Promoter Score℠ (NPS) and customer satisfaction (CSAT) are no longer sufficient, and how the Total Experience Score provides a more nuanced, actionable view of your brand.
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