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.

Forbes contributors publish independent expert analyses and insights. I recently approached the checkout at Sam’s Club with a cart full of merchandise—nearly $400 worth. That’s about five times the ...

Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. Integrated CX data. Technology companies are ...

For years, customer experience teams have relied on the same metrics to gauge success—NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score) fill dashboards and ...

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 ...

Putting the customer first can take many forms, such as refusing to compromise on a product's quality or focusing on providing an exceptional customer experience. Welcoming and responding to feedback ...