CX Current

CX Teams Move Beyond NPS By Connecting Customer Measurement To Growth And Retention

Sajan Mathew, Senior Manager of Customer Experience at Autodesk, on the structural reasons NPS became a vanity metric and what CX teams should measure instead.
Cresta News Desk
June 15, 2026

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Leadership

AI Headlines Are Driving Customer Strategy, But the Actual Research Tells a Different Story

AI & CX Technology

Context Integration Becomes The Enterprise AI Edge As Leaders Push Toward Execution

AI & CX Technology

The Surprise Behind Stalled AI Rollouts: 81% of CX Leaders Blame Integration, Not Intelligence

AI & CX Technology

The Future CX Skill Set Is Systems Thinking, Orchestration, and Knowing Where Humans Create the Most Value

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Leadership

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CX Teams Move Beyond NPS By Connecting Customer Measurement To Growth And Retention

Cresta News Desk
June 15, 2026

AI Headlines Are Driving Customer Strategy, But the Actual Research Tells a Different Story

Voice of Customer Programs Fail When Insight Never Reaches the Workflow

When AI Outpaces Playbooks, Customer Success Professionals Crowdsource The Gap

From Purchase to Impact: Fixing Enterprise Technology's Biggest Adoption Gap

Customer Success Leaders Find Their Best Reps Outside Traditional CS Backgrounds

AI & CX Technology

View More

Context Integration Becomes The Enterprise AI Edge As Leaders Push Toward Execution

The Surprise Behind Stalled AI Rollouts: 81% of CX Leaders Blame Integration, Not Intelligence

The Future CX Skill Set Is Systems Thinking, Orchestration, and Knowing Where Humans Create the Most Value

Are Average Handle Time Metrics Losing Relevance as AI Pushes the Hardest Interactions to Human Agents?

Why AI-Driven Workforce Allocation Beats Basic Routing Rules In Complex CSS

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CX Teams Move Beyond NPS By Connecting Customer Measurement To Growth And Retention

AI Headlines Are Driving Customer Strategy, But the Actual Research Tells a Different Story

AI Has Made Process Maturity A Non-Negotiable For CX Leaders

Context Integration Becomes The Enterprise AI Edge As Leaders Push Toward Execution

The Surprise Behind Stalled AI Rollouts: 81% of CX Leaders Blame Integration, Not Intelligence

Forget Layoffs. CX Teams Are Building New Career Ladders for the AI Era.

Contact Centers Are Having Their Best Year on Paper According to Finance Teams. But the People on the Phone Tell a Different Story.