Customer Experience KPIs: Why It’s Time to Move Beyond NPS Alone

Measure CX performance to look beyond net promoter score

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 This webinar is sponsored by Usabilla.

Meeting and exceeding customer expectations has never been as critical as it is in today’s digital world. Whether you are a bank or a retailer, you need to think differently about how you measure and improve your customer experience.

Many companies are already using Net Promoter Score (NPS) to measure customer loyalty, but let's remember that NPS is one question at the end of the customer journey. That is why we need to start using KPIs that can measure and track actual interactions at different stages of the customer journey. There are many ways to measure CX that go beyond the net promoter score (NPS).

Join CMSWire and Usabilla for this live, hour-long webinar where we explore a few worthy KPIs and where/when in the customer journey we should be measuring them.


Thursday, June 4 at 10am PT/ 1pm ET/ 7pm CET

This webinar will cover:

  • What metrics and KPIs are important to track and monitor
  • How to align customer touchpoints with relevant CX metrics & KPIs
  • Ways to analyze & measure KPIs in way that drives actions