"Customer-based measures are important, but they must be translated into measures of what the company must do internally to meet its customers’ expectations" ― David P. Norton In a recent study, ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

The definition of customer experience is broadening and deepening as we move into an Everything-as-a-Service (XaaS) world, where successful outcomes are just as important as in-the-moment satisfaction ...

Customer Lifetime Value is the key metric for customer experience-oriented businesses. Average Handle Time, Customer Satisfaction, and Cost to Serve all have their place, but in today’s modern service ...

We live in a world of big data, where endless amounts of information can be stored in the cloud at an ever-decreasing cost per byte of storage. While this may sound great to data-driven marketers, the ...

The most popular consumer email client now provides data visualization of email usage and behavior. The recently recently released Gmail Metrics provides an assortment of data analytics for the more ...