But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base. As a startup CX leader, I did monthly reporting of several critical ...

Identifying leading metrics that influence the topline metric is essential, as they are easier to act on. Mapping the ...

When asked how often senior executives reviewed CX metrics like CSAT (Customer Satisfaction), NPS (Net Promoter Score), and customer retention, Champions were 6x more likely than Starters to say ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker.

Real-time, AI-driven decision making: Leverages advanced AI to identify customer friction points and take proactive measures before CX metrics take a hit. Using 8x8 JourneyIQ, Supervisors and CX ...

Uncover how AI and automation boost key CX metrics: Understanding and leveraging customer behavioral and sentiment data increases customer satisfaction Greater efficiency in employee scheduling and ...

From inclusive CX powered by AI to agentification and martech maturity, the 5th edition of Data Unplugged India unpacked what it takes to deliver customer obsession at scale.