The definition of customer experience is broadening and deepening as we move into an Everything-as-a-Service (XaaS) world, where successful outcomes are just as important as in-the-moment satisfaction ...

Day two of Refresh '19 brought Freshworks' enterprise play into focus. But the sneaky big news story is Freshsuccess, and how Freshworks intends to change customer success metrics for the better.

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.

Combining multiple customer experience metrics will provide the deepest insights — but first you must define what success means for your company. Delivering a great customer experience (CX) is ...

We live in a world of big data, where endless amounts of information can be stored in the cloud at an ever-decreasing cost per byte of storage. While this may sound great to data-driven marketers, the ...

The past five MBA Mondays posts have been about accounting concepts, financial statements, and related issues. I don't know about all of you, but I'm a bit tired of that stuff. So I'm moving on to ...