This article will discuss 6 KPIs that can be used to clearly determine whether a brand is providing an exceptional omnichannel customer experience. Many brands use key performance indicators (KPIs) to ...

Despite an industry-wide understanding of the importance of customer experiences to overall business success, many organizations are still not consistent in their approaches, Gartner noted in its ...

CMSWire 2025 Contributor of the Year Trish Wethman challenges leaders to move beyond NPS arguments and focus on action that ...

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 ...

CX is climbing the priority ladder as a competitive differentiator. However, companies still rely on outdated methodologies ...

Companies are increasingly aware that customer experience (CX) drives both sales and loyalty, and many are trying to measure the CX they provide. It’s hard to improve CX if one has no metrics to ...

Consistency is another critical piece. Retailers who monitor performance regularly are better positioned to identify emerging trends and build on early gains. Occasional measurement may provide ...

A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Now ask one of their customers, and they’ll probably give a different answer – a ...

In business, you can’t improve what you’re not measuring—and today’s organizations typically measure progress and success with key performance indicators (KPIs). A successful business is synonymous ...

When customer experience (CX) is uncoordinated with marketing efforts, customer trust erodes. If loyalty and customer-relationship leaders are to drive retention and growth, they must act to align CX ...

Comprehensive study of 40 leading insurers reveals critical insights into AI adoption, hybrid service models, and the evolution of CX ...