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CX metrics – Which ones tell a more meaningful story?
By Ken Ramoutar On June 16, 2020

CX metrics – Which ones tell a more meaningful story?

A common debate at many companies is “what are the right customer experience (CX) metrics?” If you do some simple research,...


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Tags: Customer Experience, customer journey, net promoter score,

Is Net Promoter Score Dead?
By Eric Smuda On April 6, 2020

Is Net Promoter Score Dead?

The Net Promoter Score® (NPS) and the wider ecosystem to which it belongs, the Net Promoter System®, have long been...


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Tags: Guest Blog, net promoter score, strategic goals,

New Research: The ROI of Customer Experience
By Bruce Temkin On March 1, 2020

New Research: The ROI of Customer Experience

The XM Institute recently published a new report, The ROI of Customer Experience, 2019. It examines the connection between...


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Tags: Customer Experience, ROI, Guest Blog,

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