Beyond Net Promoter Score: Customer Experience Measurement Reimagined

Apr 01 2022

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Many CX experts now pan traditional metrics as being either too broad or too narrow, not timely enough, or difficult to correlate with business goals. Indeed, research and advisory firm Gartner Inc. has predicted that more than 75% of organizations will abandon NPS as a measure of success for customer service and support by 2025.

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About The Author

Jeb Dasteel

Jeb operates Dasteel Consulting and the Customer Strategy Alliance, focusing on advising Chief Customer Officers and helping organizations develop or refine their customer strategy. Jeb served as the global Chief Customer Officer for Oracle from early 2008 to September 2019. In this role, he: Worked with the Chief Executive Officer, Board of Directors, and Executive Committee members to implement enterprise goals for all elements of the Oracle customer strategy: customer acquisition, customer retention, ease of doing business, customer engagement, customer adoption, customer value, and brand advocacy.