Customer Experience. It's the latest buzz-phrase in customer service. Everyone wants CE in his or her title. It gives the executive influence, because it broadens the scope of what is controlled and measured. It is the company's neural-network node to customer loyalty and ultimately profitability. In other words, an update of the 1980's Service – Profit Chain:

Service + Experience → Loyalty + Word of Mouth → Profitability

So, if you have the new title “Customer Experience”, some new metrics are in order. Metrics that go beyond Net Promoter, First Contact Resolution, Service Level, or Service Level Consistency.