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1 min read

Infographic: 5 Benefits of the Organic AI-driven Customer Effort Score

By Mary Cleary on Oct 8, 2021 8:32:54 AM

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 on Sep 22, 2021 3:37:28 PM

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 on Sep 13, 2021 5:56:23 PM

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 on Jul 22, 2021 6:54:39 PM

Topics: Customer Experience AI
8 min read

Measuring CX Themes

By Mary Cleary on Jul 22, 2021 3:45:03 PM

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 on Jul 16, 2021 9:29:47 AM

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 on Jul 9, 2021 7:53:07 AM

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
9 min read

High-Impact Measurement for High-Impact CX

By Mary Cleary on Jun 30, 2021 12:46:15 PM

Topics: Customer Experience Voice of Customer CX Metrics
5 min read

What Is Organic Customer Feedback?

By Mary Cleary on Jun 25, 2021 6:23:38 AM

Customer feedback is the lifeblood of CX. Without it, CX teams can’t measure the quality of their experience and have no compass to help them improve it. Many teams start by listening to feedback in two ways:

Topics: Customer Experience Voice of Customer
4 min read

What Makes a Health Score Predictive?

By Mary Cleary on Jun 4, 2021 11:08:26 AM

History is full of infamously bad predictions. 

Topics: Customer Success Customer Experience
4 min read

What's in a Health Score?

By Mary Cleary on May 27, 2021 3:39:38 PM

If you’re reading this, you probably know that a customer health score is a composite data point assigned to individual customers to summarize relationship health. It should enable you to understand how your customer relationships are likely to evolve in the future and know which accounts need attention at any given time. It needs to consider and weigh a variety of factors, and it’s only as good as the signals that feed it. 

Topics: Customer Success Customer Experience
3 min read

Join Us at CCW's New Standards for Customer Contact Performance 5/25-5/27

By Mary Cleary on May 23, 2021 1:56:01 PM

Topics: Customer Support Customer Experience Events
6 min read

7 Things You Need To Know About Sentiment Analysis

By Mary Cleary on May 21, 2021 9:44:30 AM

Sentiment analysis has become quite the buzzword in the CX community, and with good reason. It’s never been more important to understand customer sentiment, and failing to do so brings unfortunate consequences.

Topics: Customer Experience Voice of Customer AI
3 min read

Stop Throwing Away Organic Customer Feedback

By Max Schultz on May 19, 2021 5:09:00 PM

Stop throwing away organic customer feedback.

Topics: Customer Experience
11 min read

The A̵r̵t̵i̵f̵i̵c̵i̵a̵l̵l̵y̵ Intelligent CX Organization

By George Davis on May 6, 2021 4:42:56 PM

Artificial Intelligence (AI) is transforming many industries, and many CX teams are navigating mandates to incorporate it into their strategies. But let’s face it — today, most of the ways we use AI in CX are pointed at our teams and customers, not with them. Consider the following scene:

Topics: Customer Experience NLP AI
7 min read

Tackling the Three-Headed CX Monster

By Mary Cleary on Mar 30, 2021 8:28:41 AM

The three-headed CX monster plagues CX leaders with three core problems — siloes, dark data, and the “too-hard” pile. According to Deloitte, customer feedback, both organic and unsolicited, is often spread across as many as 23 different channels, leading to a siloed view of your customer experience. Dark data is typically unstructured data that is impossible to understand without a significant data science effort or tons of manual analysis, which often happens late or never. Unfortunately, this is the common fate of 90% of your customer feedback.  Because of siloes and dark data, some of the most brilliant CX insights are cast aside onto the “too-hard” pile. If it’s too complicated for any stakeholder to understand the impact of customer feedback and to execute on it, it stays stranded on the “too-hard” pile. Most customer feedback has a short time window to make an impact on any given customer’s experience — allowing it to linger here translates to failure to act, and failing to act in a timely fashion opens the floodgates to unfortunate consequences, from churn to a tarnished reputation. 

Topics: Customer Experience
4 min read

The Customer Feedback Stack: Part III

By Mary Cleary on Mar 4, 2021 12:14:54 PM

This is the final post in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ever before. In case you missed it, catch up on part I here and part II here

Topics: Customer Success Customer Support Customer Experience Voice of Customer
3 min read

The Customer Feedback Stack: Part II

By Mary Cleary on Feb 18, 2021 5:32:35 PM

This post is the second in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ever before. In case you missed it, catch up on the first post here.

Topics: Customer Experience Voice of Customer NLP
5 min read

The Customer Feedback Stack: Part I

By Mary Cleary on Feb 10, 2021 1:49:28 PM

This post is the first in a three-part series about assembling your customer feedback stack so that you can take action faster and more effectively than ever before. 

Topics: Customer Experience Voice of Customer
1 min read

Infographic: 5 Things To Know About Activating Customer Feedback in 2021

By Frame AI on Jan 14, 2021 10:20:14 AM

81% of companies are competing on customer experience. The bad news is that it's getting harder to differentiate your business, but the good news is that CX technology is better than ever and makes it easier to activate the customer feedback that moves the needle for your customers and your business. To understand what’s changing and why we combined findings across the year of customer feedback data and a survey of CX professionals. Check out our infographic that highlights the top five things to know about activating customer feedback in 2021. 

Topics: Customer Experience
9 min read

Five Steps To Get Started With Customer Experience Ops

By Mary Cleary on Nov 11, 2020 6:07:48 AM

Too often, when organizations think about getting started with a traditional CX program, things generally go one of two ways: 

Topics: Customer Support Customer Experience Voice of Customer
7 min read

Why Support Interactions Aren't Created Equal

By Mary Cleary on Sep 29, 2020 7:30:00 PM

Topics: Customer Support Customer Experience Voice of Customer
8 min read

20 Reasons to Prioritize Customer Experience Ops

By Mary Cleary on Sep 22, 2020 6:21:09 PM

You’d be hard pressed to find an executive at any company billing itself as customer-centric who will say that listening to customer feedback isn’t important. So it’s quite possible that a customer experience program has been on your mind for some time, but it’s also quite possible that your version still exists as a quarterly survey program, or maybe as an aspirational bullet point in an internal strategy deck. Unfortunately, CX initiatives have long been easy to cast aside in favor of priorities perceived as lower effort and higher impact. But CX programs have come a long way — it’s never been more important to have a sound strategy in place, nor has it ever been more achievable to drive and measure positive outcomes for your customers and your organization. Best-in-class CX organizations are trading old-school CX programs for CX Ops, a new-action-oriented approach that unifies customer feedback and measures every interaction from every channel to help CX teams turn insight into action. 

Topics: Customer Experience Voice of Customer
4 min read

Five Core Components of Customer Experience Ops

By Mary Cleary on Sep 21, 2020 1:56:00 PM

Traditional CX programs fall short of measurable impact because they often rely on siloed, one-dimensional, and stale data. Poor CX data management results in an inaccurate and illegible portrayal of your CX and uncertainty about how to improve. According to Forrester, 77% of companies say that they don’t model the drivers of CX quality regularly, leaving them in the dark about what matters most to their customers. Furthermore, 65% of companies say improving their data analysis is critical to improving customer experience

Topics: Customer Experience Voice of Customer
5 min read

Frame AI Helps Fastly Stay Ahead of Customer Expectations

By Frame AI on Aug 18, 2020 5:47:12 PM

Topics: Customer Support Customer Experience Voice of Customer Case Study
11 min read

The Pitfalls of Traditional Voice of Customer Programs

By Mary Cleary on Aug 12, 2020 2:00:00 PM

Used correctly, Voice of Customer is one of the most impactful ways you can improve your company's customer experience. According to a recent HBR Salesforce report, companies agree that customer-sourced "data has a clear role to play in developing a superior customer experience." Yet only 23% actually act on the customer feedback they receive. 

Topics: Customer Experience Voice of Customer

Top 10 Big Data Startups in the United States to Watch in 2020

By Frame AI on Jul 3, 2020 9:04:00 PM

Data is growing by leaps and bounds, the convergence of extremely large data sets both structured and unstructured define Big Data. The increasing awareness of the Internet of Things (IoT) devices among organizations and volume, variety, velocity and veracity at which data is generated have caught the attention of the enterprise in a bid to enhance digital technologies and guide digital transformation.

Topics: Press Coverage
10 min read

Redefining Voice of Customer in 2020

By Mary Cleary on Jun 30, 2020 2:37:30 PM

Topics: Voice of Customer
4 min read

How Frame AI and productboard Make VoC Actionable for Product Teams

By Frame AI on Jun 23, 2020 6:01:41 PM

The emergence of customer experience (CX) as a primary differentiator has turned up the volume on Voice of Customer (VoC) programs. When 84% of customers say that experience is just as important as products and services, the pressure is on for organizations (especially those dependent on recurring revenue) to listen to their customer voice. Without incorporating VoC insights into the product, organizations lose touch of what their customers need.

Topics: Integrations

Top 25 Machine Learning Startups to Watch in 2020

By Frame AI on Apr 26, 2020 2:08:00 PM

Topics: Press Coverage
1 min read

Frame AI Secures $6.3M Series A to Help Companies Better Understand Customers

By Frame AI on Apr 17, 2020 1:48:00 PM

New York startup Frame AI raised $6.3 million in Series A funding to help companies engage more efficiently with their customers using artificial intelligence and machine learning.

Topics: Press Coverage

Frame AI Raises $6.3M to Understand Customer Conversations in Order to Supercharge Existing CX Efforts

By Frame AI on Apr 15, 2020 1:37:00 PM

73% of all people point to customer experience (CX) as a determining factor in their purchasing decision. Frame AI challenges the status quo through its Voice-of-Customer data platform that helps companies identify, prioritize, and take proactive action to address drivers of customer experience, in real-time and across all channels.

Topics: Press Coverage

Frame AI Raises $6.3M Series A to Help Understand Customers Across Channels

By Frame AI on Apr 15, 2020 1:17:00 PM

Frame AI, a New York City startup that uses artificial intelligence and machine learning to help companies understand their customers better across multiple channels, announced a $6.3 million Series A investment today.

Topics: Press Coverage
3 min read

New: Starring, Archiving, and Review Flags

By Robbie Mitchell on Dec 5, 2019 1:54:00 PM

With invaluable feedback from customers (hat tip to Bret and Ashley at Articulate and Jackie and Beck at Practice Ignition!), we devised some new ways for teams to coordinate their reviews in Frame and to permanently hide irrelevant conversations.

Topics: Product Updates
7 min read

3 Questions About Your Customer Support Effort

By Robbie Mitchell on Sep 19, 2019 10:04:00 PM

A checklist to understand what customers experience and how much effort it takes to support them.

Topics: Customer Support Voice of Customer
3 min read

How x.ai used Frame AI to prioritize CX during rapid growth

By Robbie Mitchell on Mar 20, 2019 8:11:00 PM


Topics: Customer Support Voice of Customer Case Study
12 min read

A Big List of Customer Support Resources

By Robbie Mitchell on Mar 5, 2019 10:12:00 PM

A growing collection of templates, tips, and guides for working with customers.

Topics: Customer Support
6 min read

Auto-Tagging, Salesforce, CSV Exports, and More

By Robbie Mitchell on Feb 19, 2019 8:18:00 PM


Topics: Product Updates
5 min read

The Tag Management Layer for Messy Customer Data

By Robbie Mitchell on Jan 17, 2019 8:15:00 PM


Topics: Product Updates
5 min read

How to tag a user or company when it joins an Intercom segment

By Robbie Mitchell on Dec 21, 2018 11:50:00 AM

Using Google Apps Script to automatically find users and apply the desired tag — for free.

Topics: Intercom How To
5 min read

Every Support and Success Team Has Trouble with their Tags

By Robbie Mitchell on Dec 10, 2018 12:19:00 PM


Topics: Customer Success Customer Support
10 min read

Transfer learning in low-data environments with fast.ai and PyTorch

By Jesse St. Charles on Dec 10, 2018 11:54:00 AM


Topics: NLP Research
4 min read

You have intelligence for web and mobile. What about CX conversations?

By Robbie Mitchell on Oct 22, 2018 8:06:00 PM


Topics: Product Updates Customer Experience Voice of Customer
5 min read

Data-Driven Customer Success: a recap

By Mary Cleary on Oct 10, 2018 11:45:00 AM

 

credit: Steph Bell

We’re excited to have hosted a productive event with the Customer Success community at Work-Bench last week, where we discussed the role of data in customer success with a line-up of all-star panelists.

Topics: Customer Success Events
12 min read

A Playbook for B2B Customer Support in Slack Shared Channels

By Robbie Mitchell on Mar 28, 2018 12:01:00 PM


Topics: Slack
8 min read

Put A Ring On It

By Brandon Reiss on Mar 14, 2018 12:15:00 AM

How we retrofit a framework into a scalable, self-managed SaaS tool.

Topics: Engineering
6 min read

How Successful Teams Scale Customer Relationships on Slack

By Robbie Mitchell on Feb 6, 2018 12:07:00 PM

 

Photo by John Schnobrich on  Unsplash

Open the floodgates!

Topics: Customer Support Slack
5 min read

Team Chat is Taking Over B2B Customer Relationships

By George Davis on Jan 26, 2018 7:58:00 PM


Topics: Customer Success Customer Support Customer Experience Slack
8 min read

Simon Data Uses Slack with Every Customer. Here’s How.

By Robbie Mitchell on Nov 7, 2017 12:17:00 PM


Topics: Case Study Slack
6 min read

Why Customer Collaboration is the New Secret to Customer Success

By George Davis on Sep 13, 2017 12:22:00 PM

Customer Success has become one of the first functions at successful SaaS businesses because trial and churn dynamics impact the bottom line so dramatically. Recurring revenue from monthly subscriptions provides more predictable growth — but only if it recurs and expands.

Topics: Customer Success Customer Support