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.

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Fast Company Executive ...

Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

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 ...

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 ...

Many B2B providers claim to be “Customer-obsessed” but very few can prove it. In managed communications, the gap between ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

Customer tracking helps business owners better understand their customers, including where they live, shopping habits, pain points and so much more. Implementing customer relationship management (CRM) ...

Opinions expressed by Entrepreneur contributors are their own. The word “engagement” has generated quite a buzz over the past several years. It seems everyone is worried about their customers’ level ...

AT&T T delivered fourth-quarter results broadly consistent with its efforts to improve profitability, with generally soft customer growth metrics set against solid margins. We don’t expect to ...