And in pursuit of delivering better customer experience, pundits, gurus and longtime practitioners have typically turned to new technologies and paired them with elaborately formulated CX metrics. The technologies involve multiple channels as mentioned above.

The help desk remains an important part of the company-customer interaction equation, itself getting technology upgrades as the others and its own share of metrics to make it achieve its own share of company-wide customer-experience targets. But as the new help desk technologies have expanded CX strategy options and enabled more ways to measure performance and targets than ever before, is it safe to say the pursuit of more metrics leads to more success down the road?