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Are CX Teams measuring the right things?

There was a time not long ago that all the craze was the Net Promoter Score (NPS). The allure was hard to resist: a single number that measured how likely customers would advocate an organisations USP to others in their network, and with that a link to potential growth. Whilst there are contentious debate on its effectiveness, what it did show was clear: CX needed other metrics because "happy" customers didn't give senior leadership any indication of likelihood to impact the bottom line. However, now with NPS under the microscope, the question is are we as CX practitioners measuring the right things? We'll explore some metrics in this article and some suggestions on others, especially in the world of AI.

Saiful Nasir6 July

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