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.

Investors wish they could forecast the future and decrease the uncertainty regarding how a business will grow. Subscribers’ retention on the annual plan is directly related to the product value.

Opinions expressed by Entrepreneur contributors are their own. The word “engagement” has generated quite a buzz over the past several years. It seems everyone is worried about their customers’ level ...

Sales automation technology has transformed how organizations connect with their customers, enabling levels of personalization and efficiency in sales operations never before possible. As these ...

“The Customer Engagement Platform is a major step towards digital intimacy and it marks the coming of a new era of online business,” said Michael Seifert, CEO, Sitecore. “Our customers can achieve ...

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 ...

Relying solely on "likes" and vanity metrics is a limited approach for brands' social media strategy. Likes don't equate to sales —a high "like" count has little correlation to consumers actually ...

Even before the rise of ChatGPT, the customer experience (CX) industry has been making huge shifts in the past few years toward automation. When customers can help themselves with online self-service ...

Duncan is an award-winning technology industry analyst, specialising in cloud computing, blockchain, martech and edge computing. 64% of e-commerce marketers have not measured their customer engagement ...

L-R: Kathleen Lucente, Jared Knisley, Jerry Ramos, Jessica Hawthorne-Castro, Kent Lewis, Peter Abualzolof The Business Journals Leadership Trust By Business Journals Leadership Trust Expert Panel® ...

More than short-term quantitative results, PR aims for longevity. Its purpose is to shape how a brand is understood, trusted, remembered and connected with.