Alex Rawson, Ewan Duncan and Conor Jones quote a senior manager in their Harvard Business Review article: “The Truth About Customer Experience.”
Harvard Business Review – September 2013 – Page 90-98
Alex Rawson, Ewan Duncan & Conor Jones
Our dashboard metrics were like a watermelon: on the outside everything was green, but when you looked inside, it was red, red, red.”
Alex Rawson, Ewan Duncan & Conor Jones