A team uses numerical dashboards but ignores the stories people tell about friction and confusion. Which official ITIL Experience correction is most aligned with the sources?

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A. Use both narrative and numerical signals to understand real response. The Experience article says developing better experiences is not just about numerical data but also about narrative, the stories people tell, and the PeopleCert page calls for narrative and numerical signals. The official guidance does not treat narrative as secondary or outside experience capture.

A team uses numerical dashboards but ignores the stories people tell about friction and confusion. Which official ITIL Experience correction is most aligned with the sources?

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