Next-generation KPIs: Redefining customer experience measurement
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.
With customer expectations shifting and digital transformation accelerating, relying solely on traditional KPIs is no longer enough.
Whether you’re optimizing customer journeys, empowering agents or transforming your digital operations, tracking the right KPIs make all the difference. Discover how modern CX leaders are adopting a more holistic approach to CX measurement.
This guide covers next-gen KPIs for:
Customer experience- Agent experience
- Digital transformation and process optimization
Three reasons to read this guide
- 1
Traditional metrics don’t tell the whole story
Metrics like Net Promoter Score (NPS) and customer satisfaction (CSAT) offer valuable insights, but they don’t always capture the full complexity of modern customer interactions. Learn how to expand your KPI toolkit for a more complete view.
- 2
The state of your workforce matters more than ever
According to Gallup, highly engaged teams see a 10% boost in customer loyalty and are 23% more profitable than their disengaged counterparts. Discover the right metrics to track to strengthen your CX from the inside out.
- 3
Digital transformation has become a priority
Without the right KPIs, leaders risk overlooking critical opportunities to optimize digital investments. Explore how leaders can better assess whether their transformation efforts are delivering meaningful business results.
"The majority of leaders recognize a single metric does not define success, with 40% reporting using three different KPIs and 38% tracking four or more."
Next-generation KPIs: Redefining customer experience measurement, TELUS DigitalStart measuring what matters
Unlock a more comprehensive and future-ready approach to customer experience measurement.
