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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 17, 2026
Trending Stories
AI & CX Technology
Customer Success Earns Executive Trust When CSMs Move From Product Experts to Business Translators
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
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Latest stories
Customer Success Earns Executive Trust When CSMs Move From Product Experts to Business Translators
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
Leadership
View More
CX Teams Move Beyond NPS By Connecting Customer Measurement To Growth And Retention
Cresta News Desk
June 17, 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
Customer Success Earns Executive Trust When CSMs Move From Product Experts to Business Translators
Cresta News Desk
June 21, 2026
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
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?
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Most Popular
Customer Success Earns Executive Trust When CSMs Move From Product Experts to Business Translators
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.
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