On-Demand Webinar

Beyond NPS: CX-Measurement Reimagined

We’re in an experience economy where a people-centric, empathetic approach is the only way to create a sustained competitive advantage. As the focus on experience grows, we predict a meaningful rethink of CX measurement will be essential to delivering lasting trust and loyalty — from customers and employees.

The world for which CX metrics were developed has evolved. It’s time to rethink the measurement of customer success. Leading organizations are already moving beyond current CX metrics by seeking 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, partnered with Harvard Business Review Analytic Services, shares why NPS is no longer enough and what’s next for CX metrics.

Watch now to gain insights on 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 customer success metrics
And much more