What KPIs best capture behavior, attitudes, and values?  2022 latest answers

Will hard metrics (e.g., operational data such as call enter time on hold) sweep away soft (e.g., customer satisfaction with call)? 

• What is the ideal way to measure customer equity and customer ROI?

How can new sources and types of data improve these measures?

 • How can you measure the value of the “content” that firms are producing in the form of blogs, white papers, web content, etc.?