Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

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.

There’s a disconnect between the front office and the back office, and it’s happening at the worst time. Best-in-class customer service is critical right now, but when the customer service team isn’t ...

CMSWire 2025 Contributor of the Year Trish Wethman challenges leaders to move beyond NPS arguments and focus on action that ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. Providing excellent customer service doesn’t just foster ...

The success of any business venture depends on two factors: the goals and metrics for defining that success. One of the goals is customer success, which starts with understanding why and how customer ...

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 ...

PSEG Long Island’s top four executives received bonuses exceeding $130,000 for 2022 — the same year that a new LIPA report says the company missed key customer service metrics. Total compensation ...

The goal of all businesses is ultimately the same: to make money—whether by increasing revenue or improving profit. Now, to accurately measure performance over time and help the decision-making ...

(WBNG) -- NYSEG has been fined $11.4 million for failing to achieve its annual customer service target for 2023. The New York State Public Service Commission announced on June 20 that it received an ...