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2 min read

Infographic: 5 Benefits of the AI-Driven Promoter Score

By Mary Cleary

Happy customers tend to stick around, grow, and publicly advocate for your business. Unhappy customers often churn and can deter others from doing business with you. According to Temkin, after a poor experience, 22% of customers reduced spend and 19% terminated their relationship with the company entirely. According to Zendesk, 54% of customers share bad experiences with more than five people. It’s impossible to overstate the value of customer advocacy and the cost of vocal detractors.

Topics: Customer Experience AI CX Metrics Customer Sentiment
1 min read

Infographic: 5 Benefits of the AI-Driven Team Effort Score

By Mary Cleary

CX teams measure team effort to understand and manage their overall cost of serving customers and to cultivate happy and engaged teams that play a starring role in great customer experiences. Team effort can also make a huge difference in popular metrics like employee promoter scores (“EPS”), quality assurance (“QA”), and operational metrics like case resolution times and escalation rates. When customer-facing employees’ jobs are harder than they need to be, CX teams often see high turnover rates and low EPS scores, lower QA scores, more escalations, and delays in case resolution times — the list goes on. And each of these unfortunate side effects increases your cost of service and creates stubborn obstacles that stand in the way of improving customer experience. 

Topics: Customer Support Customer Experience CX Metrics Team Effort
7 min read

Measuring Team Effort

By Mary Cleary

Why Measure Team Effort?

Team effort is the collective amount of time that customer-facing teams allocate to supporting your customer experience.

Topics: Customer Experience CX Metrics Team Effort
1 min read

Infographic: 5 Benefits of the AI-Driven Customer Effort Score

By Mary Cleary

Customer effort is a mix of customers’ subjective feelings and what they objectively experience during interactions with your business. Measuring and reducing customer effort is a top priority of many CX organizations and with good reason. 

Topics: Customer Experience CX Metrics Customer Effort
6 min read

Recap: Getting to Frictionless CX with CCW Digital

By Mary Cleary

Last week, we were excited to contribute to the conversation at CCW Digital’s online conference, Customer Experience Challenges, Trends, and Innovations. In case you missed it, we’ve recapped our session, Getting to Frictionless CX, below. Our session featured Dexter Horthy, VP Customer Success & Solution Engineering at Replicated, Frame AI CEO & Co-Founder George Davis, and Matt Wujciak, Market Research Analyst at Customer Management Practice.

Topics: Event Recap AI CX Metrics Customer Effort
5 min read

Five Steps to Measure & Reduce Customer Effort with AI

By Mary Cleary

We recently discussed why measuring customer effort is important and how it’s different from surveying customer effort. This post introduces a five-step framework to help you think through how to measure customer effort using organic customer feedback and AI. 

Topics: How To CX Metrics Customer Effort
8 min read

Recap: CCW's Modernizing Service Experience With AI & Digital

By Mary Cleary

Topics: Customer Experience AI
8 min read

Measuring CX Themes

By Mary Cleary

Themes = What Makes and Breaks CX

Understanding the themes that drive customer experience enables CX teams to explain changes in customer sentiment and effort, and ultimately, business outcomes. It helps them achieve goals like improving outcomes, finding early warning signals to get ahead of customer expectations, and testing hypotheses about how to improve. 

Topics: Customer Experience AI
8 min read

Measuring Customer Sentiment

By Mary Cleary

We recently discussed why high-impact CX needs high-impact measurement and, more specifically, measuring customer effort. This post focuses on measuring customer sentiment with organic customer feedback

Topics: Customer Experience Voice of Customer CX Metrics Customer Sentiment
6 min read

Measuring Customer Effort

By Mary Cleary

We recently discussed why high-impact CX needs high-impact measurement that clearly supports CX goals. This post focuses on measuring customer effort. 

Topics: Customer Experience Voice of Customer CX Metrics Customer Effort