Mark Janssen

Traditional performance metrics often fail to capture how customers truly perceive their experiences. As expectations evolve and AI reshapes interactions, organisations are rethinking how they measure experience – shifting toward metrics such as customer satisfaction, effort and trust. This panel explores how leading organisations are redefining success, combining attitudinal and behavioural insights, and developing more holistic approaches to quantifying customer experience and its impact on loyalty and growth.

Learning Objectives

· Understand how AI and digital journeys are reshaping CX measurement

· Benchmark emerging and novel CX metrics

· Explore how organisations connect perception-based metrics to customer behaviour

Key Takeaways

· Approaches for evolving CX measurement beyond traditional performance metrics

· Insights from organisations advancing from NPS and CSAT

· Considerations for linking CX metrics to loyalty, retention, and business value