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.
CMSWire 2025 Contributor of the Year Trish Wethman challenges leaders to move beyond NPS arguments and focus on action that ...
There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’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 ...
Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. Providing excellent customer service doesn’t just foster ...
One of the most telling indicators of success goes beyond revenue figures and market reach—it's the level of customer satisfaction with your business’s products or services. An exceptional customer ...
The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail to develop the latent, strategic customer service ...
PROVO, Utah & SEATTLE--(BUSINESS WIRE)--Qualtrics (Nasdaq: XM), the leader and creator of the experience management (XM) category, is launching Digital Experience Metrics (DX Metrics), a simple, ...
(WBNG) -- NYSEG has been fined $11.4 million for failing to achieve its annual customer service target for 2023. The New York State Public Service Commission announced on June 20 that it received an ...
ORANGE, Conn.--(BUSINESS WIRE)--Avangrid, Inc. (NYSE: AGR), a leading sustainable energy company and a member of the Iberdrola Group, announced today improved customer service metrics across its ...
ALBANY, N.Y. (WBNG) -- The utility company NYSEG has been fined nearly $12 million after a review of its customer service. According to a Department of Public Service Commission report, NYSEG failed ...
Some results have been hidden because they may be inaccessible to you
Show inaccessible results
Feedback