Many businesses have seen their CX scores decrease in 2022 after rebounding from the declines seen during the pandemic. What is causing this decrease and more importantly what can you do to reverse this trend?

Measuring customer experience is an essential part of any customer experience program and there are several metrics that businesses can use to measure and track customer experience. This blog will explore the top three CX metrics used today by companies around the world,Net Promoter Score (NPS), Customer Effort Score (CES), and Customer Satisfaction (CSAT).

Throughout this blog series, we will examine different components and their significance in creating an effective customer experience (CX) program for businesses and organizations. When these elements come together cohesively, they aid in producing a distinctive customer experience that sets companies apart. This blog will focus on the role of middle management within a CX program.

As we enter a new year, it is time again to look at the current state of customer experience, recommendations for how businesses can deliver on their customer experience promises, and the impacts and trends happening within 2023. Impacts to businesses in 2023 First let’s take a look at what will be impacting businesses throughout 2023 such as the changes brought about from the pandemic, the increased use of artificial intelligence and automation by businesses worldwide, and the economic threat brought on by inflation.