Leading and Lagging Indicators in CX

Описание: Navigating today’s uncertain business landscape means balancing what’s behind us with what’s ahead. In this episode, we explore how CX leaders can use leading indicators to predict satisfaction while relying on lagging metrics to evaluate performance.

Rather than collecting more data, it’s about collecting the right data—spotting early signals in engagement patterns, service inquiries, and employee feedback before they show up in CSAT or NPS. We also look beyond internal data to market trends, competitor activity, and global behavior shifts to understand evolving customer expectations.

As technology—and customer access to AI—advances, the information gap is shrinking. CX leaders must rethink how they deliver value in this new reality. By blending historical insights with forward-looking indicators, we can move from reporting what happened to shaping what happens next.

What signals are you watching for in your business?

Resources Mentioned:
Take the CXI Compass® assessment -- https://CXICompass.com
Experience Investigators Website -- https://experienceinvestigators.com

Want to ask a question for the podcast? Visit http://askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn!   / jeanniewalters  )

Subscribe to Experience Action on your favorite podcast app from https://www.experienceactionpod.com