In addition to customer satisfaction scores and Net Promoter Score, what other innovative metrics or methods can companies utilize to measure the success and ROI of their long-term CX programs focused on exceeding customer expectations through data analytics and omnichannel experiences?

In addition to customer satisfaction scores and Net Promoter Score, companies can utilize metrics such as Customer Effort Score (CES) to measure the ease of interactions for customers. They can also leverage sentiment analysis to understand customer emotions and feedback. Furthermore, companies can track customer retention rates, customer lifetime value, and customer churn rates to gauge the long-term impact of their CX programs. Implementing advanced data analytics tools to analyze customer behavior across omnichannel experiences can provide valuable insights into the success and ROI of these programs.