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.

We’ve optimized, automated and digitized, yet the next evolution of intelligence is just beginning. The era of the agentic enterprise has arrived, where systems, data and people have the modality to ...

For decades, enterprises have invested in technology to make customer experience better, yet the results often feel the same. Customers wait, repeat themselves and navigate disconnected systems that ...

A frustrated traveler tweeted at an airline about a long delay, expecting a robotic reply. Instead, the AI-powered chatbot recognized their urgency, responded with empathy, and offered a meal voucher ...