Customer Experience

Guide

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.

Research & Reports
CX Trends
Digital customer experience priorities in 2025
Podcast
27 minsMarch 20, 2025
Is automation the key to more human, personalized experiences?
Case Study
Outsourcing Partnerships
Bringing efficiency to a leading food delivery platform's overwhelmed contact center

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Customer Experience

Customer Journey

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Illustration representing marketplace SEO optimization: product listings, keywords and titles on e-commerce platforms to improve visibility, search rankings and sales within marketplace.

Realizing the potential of AI-driven personalization

Embrace the next frontier of personalization with an AI-driven approach. Learn how to reimagine your personalization with expert insights and tips.

Podcast

31 minsJune 27, 2024

How can brands design and deliver seamless customer experiences?

Podcast

43 minsMay 29, 2024

How can brands deliver experiences that create loyal customer advocates?

CX Best Practices

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Happy financial services customer speaking to an agent over the phone.

Case Study

Financial Services & Fintech

Streamlining operations and advancing the digital transformation journey of a leading financial services brand

Uncover how we helped our client optimize its operations, enhance its CX and begin its digital transformation journey.

A professional woman looking down at a smart phone screen.

Case Study

Communications & Media

Maximizing profitability in telecom: leveraging customer insight for digital transformation excellence

Podcast

21 minsApril 23, 2024

What is the Frank And Oak secret for adapting to changing customer preferences?

CX Metrics

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A digital representation of a ribbon being uncoiled.

Next-gen KPIs for digital transformation and process optimization: Redefining customer experience measurement

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

An image depicting agents in a customer support center. One is standing and holding a laptop while talking to another agent who is seated at his desk.

Next-gen KPIs for agent experience: Redefining customer experience measurement

Illustration of a man leaning against a bullseye with other graphics like stars, graphs, a trophy, an alarm clock and thumbs up emojis surrounding it.

Next-gen KPIs for CX: Redefining customer experience measurement

CX Trends

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Image from within the 2025 CX Leaders Trends & Insights report from Execs In The Know, depicting three people in business attire having a conversation in an office setting

Research & Reports

Execs In The Know: 2025 CX Leaders Trends & Insights

Access the latest survey results and stay on top of CX developments in 2025 with this new report by Execs In The Know, sponsored by TELUS Digital.

customer considering her options with questions marks around her head

Infographic: 2024 customer service preferences

Podcast

28 minsMarch 27, 2024

What trends are shaping customer experiences in 2024?

Generational Support

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Photo of child interacting with virtual reality technology

Generation Alpha and the future of CX

Generation Alpha will be the largest generation in history. See how brands can prepare their customer experience teams to serve these influential consumers.