CX Cast Replay: Paying Employees For CX Is A Bad Idea
Update: 2025-06-03
Description
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
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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