• Companies are measuring success in CX using metrics such as NPS (Net Promoter Score), C-SAT (Customer Satisfaction Score) and CES (Customer Effort Score) as well employee satisfaction (which has a close correlation to customer satisfaction). These measurements will vary, but will be more important for measuring satisfaction, improving customer engagements post sales and driving profitability and advocacy.


• The immediate task for customer retention teams is ensuring a consistent experience across different channels.


• The greatest internal challenge for retention teams is the ability to work with other lines of business. Without a company-wide strategy, it will be difficult to provide retention teams all the data they need to have an end-to-end customer view.


• With the rise of various digital channels and the use of data analytics, there is an increasing need for customer retention and customer acquisition to work closely together. A strong digital strategy will drive better customer experience and improve the effectiveness of customer acquisition initiatives.