CX Metrics in the Age of AI

We're all familiar with traditional measurement of contact center operations; they've been part of the industry for decades. With the growth of the Internet, websites, self-service, mobile devices, mobile apps, social media and changes to consumer behaviors in the "always on" world, the industry has been in a constant state of reinvention given the value of data in reducing operational costs, while improving service. Chatbots – voice activated assistants – Natural Language Processing NLP – and Artificial Intelligence (AI) are changing the way we measure CX once again, and at a scale few could have imagined only a few years ago. Before we get into these shifts, let's look at the most traditional metrics, which are still important today, but not as granular, not as vast, and not as near-real-time as the latest software and cloud advancements make possible. These metrics will never go away, but are they enough?