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.

Steps CMOs can take to become more successful in delivering customer experiences that add value for both the customer and the organization. CMOs want to make CX investments that will drive the most ...

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 ...

When Marshall Field opened his first department store in Chicago, he focused on one thing: customer success, or as he phrased it, "Give the lady what she wants." Nearly 200 years later, a business's ...

Retail loyalty programs are quickly separating into the haves and the have-nots. Among the signs of multichannel loyalty management is the spread of data in operationalizing member acquisition.

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 ...

T-Mobile's fundamentals are robust, with resilient top-line growth, expanding margins, and strong operating cash flow, supporting a bullish outlook. Customer metrics are industry-leading, with record ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

T-Mobile maintains strong customer metrics and top-line growth, despite cost and expense control challenges. The company's 2026 guidance is respectable, with core adjusted EBITDA expected to rise 10% ...

Verizon Communications VZ posted solid first-quarter financial results amid weak customer metrics. Wireless service revenue increased 2.7% compared with a year ago, despite the loss of 289,000 net ...