Customer Experience KPIs measure how AI initiatives enhance the overall customer journey and satisfaction. These metrics focus on customer loyalty, ease of interaction, issue resolution, and personalization effectiveness.

• Net Promoter Score (NPS) Lift: Increase in willingness to recommend attributed to AI-enhanced interactions.
• Customer Effort Score Improvement: Reduction in perceived difficulty of completing tasks due to AI-driven self-service tools.
• First Contact Resolution Rate: Percentage increase in issues resolved during the first interaction using AI-powered support systems.
• Personalization Effectiveness: Improvement in engagement metrics with AI-driven personalized content.
• Customer Retention Improvement: Percentage increase in customer retention rates due to AI-enabled churn prediction and proactive engagement.