Forget vanity scores. From real-time insights to account-level health, these companies are proving that smarter CX metrics drive real business impact. Integrated CX data. Technology companies are ...

Data scientists consider business metrics more important than technical metrics – yet in practice they focus more on technical ones. This derails most projects. So, why? Predictive AI offers ...

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...