Beyond NPS: CX measurement reimagined

Forget antiquated success measures. The world of CX has evolved. Experience is now the key differentiator — and measuring it requires more than a single score.

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The world of CX is evolving fast. The metrics we use to measure it need to evolve, too.

Leading organizations are already moving beyond NPS to truly understand the customer experience at every moment that matters. They’ve got one key question in mind: Are we delivering a great experience consistently along the customer journey?

Genesys sponsored research by Harvard Business Review Analytic Services to explore why NPS is no longer enough — and find out what’s next for CX metrics.

Download the report to learn why:

CX leaders are rethinking strategies for measuring the customer experience
Identifying the metrics that drive both customer loyalty and financial performance is essential — and how measuring employee experience plays a crucial role
Bringing in expert voices builds credibility for rethinking how we measure customer success
And much more

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Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.