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1 min read

Infographic: 5 Benefits of the Organic 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
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
9 min read

High-Impact Measurement for High-Impact CX

By Mary Cleary

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

What Is Organic Customer Feedback?

By Mary Cleary

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

History is full of infamously bad predictions. 

Topics: Customer Success Customer Experience
4 min read

What's in a Health Score?

By Mary Cleary

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

Topics: Customer Support Customer Experience Events