Life is a series of progressions. Take the transition from student to professional, for example. In school, our objective is to learn the fundamentals of a subject. When we start our careers, we aim ...

What gets measured gets managed. Make sure you measure the right key performance indicators (KPIs) to lead your business to success. Here are six metrics that will help you manage the underlying ...

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.

Customer support metrics can be tricky business. Each metric can tell a different story; your team’s CSAT might be low because they’re not responding quickly enough, or maybe it’s because customers ...

Customer Lifetime Value is the key metric for customer experience-oriented businesses. Average Handle Time, Customer Satisfaction, and Cost to Serve all have their place, but in today’s modern service ...

Dom Nicastro: Hey everybody. Dom Nicastro here, welcome to another edition of CMSWire TV. Beyond the Call. I am the editor-in-chief of CMSWire, and I’m joined by—let’s get this out of the way—Melissa, ...

Last month, I argued that the length of time customers spend interacting with their utility company is not -- on its own -- a sufficient measure of “customer engagement.” Customers care more about ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Inefficiencies in customer service offerings cost businesses millions of dollars each year. To improve customer service, companies should monitor regional orders and compare them to those regions’ ...

SurveyMonkey is now Momentive. Learn more here. A business that cannot win the loyalty of customers is a business that cannot succeed in the long-term. It’s that simple. In this age of ...