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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
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
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
6 min read

7 Things You Need To Know About Sentiment Analysis

By Mary Cleary

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
11 min read

The A̵r̵t̵i̵f̵i̵c̵i̵a̵l̵l̵y̵ Intelligent CX Organization

By George Davis

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