This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience. Many brands use key performance indicators (KPIs) to ...

When you put time and effort into defining the right metrics and planning your measurement strategy, VoC can have a positive impact on your bottom line. The old adage “measure twice, cut once” has ...

Instead of relying on user paths or platform-based credit, causal approaches use experiments and incrementality models to determine whether a specific action genuinely affected an outcome.

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

Companies are increasingly aware that customer experience (CX) drives both sales and loyalty, and many are trying to measure the CX they provide. It’s hard to improve CX if one has no metrics to ...

Despite an industry-wide understanding of the importance of customer experiences to overall business success, many organizations are still not consistent in their approaches, Gartner noted in its ...

A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

In business, you can’t improve what you’re not measuring—and today’s organizations typically measure progress and success with key performance indicators (KPIs). A successful business is synonymous ...

Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a ...

While the success of your social media presence is often measured in marketing terms like engagement and reach, the impact of social media interactions on the customer experience is often overlooked.

When customer experience (CX) is uncoordinated with marketing efforts, customer trust erodes. If loyalty and customer-relationship leaders are to drive retention and growth, they must act to align CX ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...