We Passed “Peak Survey Effectiveness” In CX Measurement – What Now? | Forrester

This is part 1 of my blog series on the future of CX measurement (part 2, part 3 and part 4). CX pros can learn a lot from the Inverted U Theory. It describes that more is better … until it isn’t. This theory is also called “Yerkes-Dodson Law” and Malcolm Gladwell popularized it as Inverted […] [from http://bit.ly/2leQDNn]