CX Metrics

Customer experience (CX) is evolving — and your measurement strategy should too. Discover how next-generation KPIs can offer deeper insight into CX performance, from customer effort and journey satisfaction to agent engagement and digital maturity.

Explore the next-gen key performance indicators organizations should add to their measurement framework to track digital transformation and process optimization success.

Discover how organizations can move beyond traditional customer experience metrics and adopt a more holistic measurement framework using next-gen key performance indicators.

What gets mismeasured gets mismanaged. Explore best practices for tracking CX metrics, measurement performance and setting goals.

We all know about customer effort and its impact on customer loyalty but what is your company doing about agent effort? Learn how to make things easier in customer care.

Customer expectations have evolved, but people still don’t want to feel frustrated. Get ahead of the changes in order to create a low effort experience your customers will thank you for.

Discover six ways brands can deliver top-level service and boost their customer satisfaction (CSAT) scores in the process.

Organizations have long relied on average handle time (AHT) to measure customer service success. But in an age defined by customer experience and engagement, more and more brands are wondering: Is it really sufficient to measure success in seconds?

Digital transformation requires a whole new set of KPIs to track success. Discover which metrics are right for you.

Learn when to use Net Promoter Score versus Customer Effort Score for the most accurate measurement of your customer service offering.