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 ...

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.

AI is here to stay. Generative AI’s growing intelligence can greatly improve all facets of customer experience, including NPS, CES and CSAT. LLMs help you understand your customers. A company’s NPS ...

According to the 2023 Gartner Supply Chain Technology User Wants and Needs Survey, customer service and experience (CX) is one of the top three most frequently selected business priorities for ...

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 ...