Sixty-two percent of customer service transitions between self-service and assisted channels involve high effort for customers, and less than half of customers who experience a high-effort transition ...

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.

Ever since the convergence of digital technologies in the ’90s, the effort required for consumers to perform personal tasks has been massively reduced. Whether scheduling an early morning ride to the ...

In today’s rapidly evolving and uncertain business landscape, CEOs are increasingly relying on their C-suites for profitable growth, with 62% citing this as a top priority in Gartner’s 2024 CEO survey ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

Customer service can often be viewed as the “kicker” to an organization’s “football team.” It may not be the most glamorous or noteworthy position, but when the game is on the line with time expiring, ...

How AI is reshaping customer experience by enhancing effort, resolution, retention and more — leading to a new era of engagement and efficiency. A group of customer experience (CX) and artificial ...

Make life easy for your customers and you will increase brand advocacy and ROI, says Matthew Dixon, managing director of Corporate Executive Board’s Customer Contact Council Ongoing economic ...