Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

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.

Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. Integrated CX data. Technology companies are ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail to develop the latent, strategic customer service ...

According to the 2023 Gartner Supply Chain Technology User Wants and Needs Survey, customer service and experience (CX) is one of the top three most frequently selected business priorities for ...