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?

MaritzCX, a global customer experience (CX) software and services company, today is pre-announcing two new capabilities in its customer experience product offerings to help businesses broaden their understanding and response to customers. PredictionCX provides the first-of-its-kind capabilities to help businesses grow by analyzing known customer information and applying it to predict customer loyalty. SocialCX is a first-to-market offering that helps CX pros manage and increase reviews on social media at the local/branch level. PredictionCX – Rescue, Up-sell, Anticipate Needs of Silent Customers MaritzCX created PredictionCX to give organizations greater opportunity to recover customers and drive financial returns from their customer experience program. Companies are looking for ways to understand the full spectrum of the customer experience and increase loyalty and retention, which is continually challenged with increasing survey fatigue and growing response bias.