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 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 ...
Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...
When Marshall Field opened his first department store in Chicago, he focused on one thing: customer success, or as he phrased it, "Give the lady what she wants." Nearly 200 years later, a business's ...
This article originally appeared in the December 2007 issue of Business Communications Review magazine. Most customer service executives spend a considerable amount of time thinking about the need to ...
In a data-driven business landscape, leaders rely heavily on analyzing company metrics to make informed decisions. However, understanding the multiple factors and points to consider when interpreting ...
To help organizations move beyond outdated feedback tools, CallMiner has rolled out Outreach, an AI-based feedback platform. Rather than relying solely on traditional surveys, Outreach combines ...
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