Forbes contributors publish independent expert analyses and insights. I am a behavioral statistician sharing my research in leadership development. In 1998, Rucci, Kern and Quinn wrote the very ...

Rick Watkin is President & CEO of KUBRA, a leading provider of customer experience management solutions for utilities and other industries. This year, I received a birthday card that provided a ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.

New research from Virginia Commonwealth University challenges the long-held business assumption that companies perform best when both customers and employees are highly satisfied. Subscribe to our ...

AI is not just redefining the standards of customer engagement but is also setting new benchmarks for business intelligence and operational efficiency. In an era where customer expectations are ...

Researchers find that amenities such as private rooms have a greater impact on hospital patient satisfaction than quality measures such as mortality rates. Consumer satisfaction is a weak driver of ...

Americans have a lot of choices when they want to eat out, whether it be at a fast-food chain or a full-service restaurant, with customer satisfaction being a significant factor in where they go. A ...