The 6 customer journey metrics agentic AI is rewriting
Legacy CX metrics are coming to the end of their shelf life – discover how to measure AI-powered CX
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We know agentic AI is changing how CX measures its worth. What's less understood is which metrics still matter.
Legacy metrics were not built for the era of autonomous resolution, AI-to-human orchestration and cross-channel continuity. Some need to be redefined, others need to deliver deeper visibility into why CX performance is improving.
The 2026 CX metrics guide from Quiq looks at six key metrics in detail, presenting an explanation of what they are intended to measure, the specific calculation you can apply in your work and, crucially, how agentic AI impacts performance and visibility.
This whitepaper covers:
- How Roku hit 48% automated resolution and handled 2x the volume without adding headcount.
- The hidden ways AI impacts first contact resolution and average handle time.
- How one furniture retailer cut escalations 33 percent while increasing sales handoffs by 10 percent.
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