CX metrics are everywhere, but better customer experiences aren’t. Why? Many organizations let metrics drift from their intended role — to inform, align, guide, and cultivate a customer focus — into forces that mislead, fragment, derail, and corrupt culture. That’s not intentional, but two forces — measurement shortcuts and score obsession — shape how people across the organization define metrics and use them to drive action. This report unveils the dysfunctional practices that result from these two forces, urges CX leaders to champion enabling practices with executives and stakeholders to restore metrics as a positive force for CX.