What is a CX metrics framework and why should leaders care? Executives drive outcomes when they define, measure, and manage customer experience with the same

What are vanity metrics and why do smart teams still use them? Leaders chase numbers that look good because numbers that look good feel safe.

What do “leading” and “lagging” indicators actually mean? Leaders in Customer Experience and Service Transformation need crisp definitions before they choose metrics. Leading indicators are

Why do leaders need a metrics checklist now? Executives face pressure to prove that customer experience investments drive revenue, reduce cost to serve, and mitigate

Why should leaders treat effort and satisfaction as core operating metrics? Executives drive value when they reduce customer effort and raise customer satisfaction in a

What is a KPI hierarchy and why should leaders care? Executives set strategy and teams deliver work. KPI hierarchies connect the two by linking inputs