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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

Measuring customer experience — the right way. It is important to identify the right set of metrics that provide a level of situational awareness that is correct, accurate and constructive for ...

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.

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. Providing excellent customer service doesn’t just foster ...

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® ...

There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

Return on investment is one of the most critical metrics any company can track. Knowing the ROI of each company function makes it easier to make key business decisions. Measuring the return on ...

Conversocial, a provider of social media tools, has launched the Conversocial Analytics Platform (CAP) designed to provide a range of new analytics focused on customer service performance.

The biggest customer service problem for many managers is that they focus almost exclusively on day-to-day tactical customer service issues and fail to develop the latent, strategic customer service ...