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Next-generation KPIs: Redefining customer experience measurement - Hero

Customer experience (CX) is evolving — and your measurement strategy should too. Discover how next-generation KPIs can offer deeper insight into CX performance, from customer effort and journey satisfaction to agent engagement and digital maturity.

Next-generation KPIs: Redefining customer experience measurement

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Access the latest survey results and stay on top of CX developments in 2025 with this new report by Execs In The Know, sponsored by TELUS Digital.

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Execs In The Know: 2025 CX Leaders Trends & Insights

Discover how TELUS Digital transformed customer support for a leading cryptocurrency platform, scaling the program within weeks while achieving high customer satisfaction scores.

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Reduction in Average Handle Time within 3 months

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Elevating the customer experience for a leading cryptocurrency platform

As the telecom industry faces mounting costs and shifting customer expectations, AI can turn challenges into opportunities. Learn more about the use cases.

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How telecom brands can seize industry opportunities with AI

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Explore trust and safety trends for 2025 from a survey of 819 enterprise leaders. Gain insights on fraud detection, KYC, content moderation and ID verification.

Safety in numbers: Trust and safety trends, 2025

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Generation Alpha will be the largest generation in history. See how brands can prepare their customer experience teams to serve these influential consumers.

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Generation Alpha and the future of CX

Brands that don't develop generational strategies for CX run the risk of being left behind. Learn 10 insights that will help you create experiences that resonate with Gen Z.

10 Gen Z insights to improve your CX

Looking to enhance your generational strategy? Check out these insights from Jason Dorsey, acclaimed Gen Z expert, founder of The Center for Generational Kinetics (CGK) and bestselling author.

Five questions with Gen Z expert Jason Dorsey

Baby Boomers may not be obsessed with sharing vacation photos on Instagram or snapping videos for TikTok, but that doesn’t mean they don’t have the desire (and resources) to travel. Learn how to attract and retain this coveted demographic.

Four ways to connect with Baby Boomer leisure travelers

Learn how to optimize your travel and hospitality brand’s customer experience to appeal to Generation Z.

How Generation Z is changing, and challenging, the future of travel

Search the partial phrase, “Millennials are killing…” and you’ll be presented with a lengthy list of options — but is industry killer a fair label to give Gen Y? Learn how brands can tailor the customer experience to meet the needs of this unique generation.

Millennials: The industry killers?

Discover the needs of the Millennial traveler that are reshaping the travel and hospitality industry, and building brand loyalty in the process.

Meeting Millennial traveler needs: Lessons from the sharing economy

Learn how fintech and traditional financial services companies can use the Millennial model to seize new customer service opportunities.

How Millennial habits impact banking innovation and customer service

The majority of Millennials would rather go to the dentist than listen to a message from the bank. Learn how tech companies are winning over this coveted demographic in the financial services industry.

Why Millennials prefer banking with non-financial brands

Despite their innovative products, discover why fast-growing tech companies, like Honor and Intuition Robotics, are taking an old-fashioned approach to customer service

Customer service for seniors: Why tech companies are taking an old-school approach

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Elevating the customer experience for a leading cryptocurrency platform

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Generation Alpha and the future of CX

10 Gen Z insights to improve your CX

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