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.

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 ...

For years, customer experience teams have relied on the same metrics to gauge success—NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) fill dashboards and ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

Whether it’s education, sports, or business, we need to know how well we’re doing. We need to be able to measure performance. These measurements typically consist of two elements: first, the metric, ...

Customer experience breakdowns rarely originate at the touchpoint—they stem from executive decisions made months earlier in ...

New customer satisfaction data from the ACSI shows steady performance across financial services with shifting results across and within industries.

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 ...

AUSTIN, Texas--(BUSINESS WIRE)--BigCommerce (Nasdaq: BIGC), a leading Open SaaS ecommerce platform for fast-growing and established B2C and B2B brands, today announced it has been honored with an IDC ...