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.
The world of CX is evolving fast. The metrics we use to measure it need to evolve, too. Â
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?Â
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.Â
Download the report to learn why:Â