Measuring every conversation: How CX Score is changing the game
The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
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Transforming Customer Experience Metrics
This chapter examines the shift from traditional CSAT scores to innovative customer experience metrics driven by new technologies within customer service teams. It emphasizes the importance of team support and communication in navigating these changes, addressing challenges related to neutral feedback, and enhancing customer satisfaction. The discussion highlights how understanding and refining these metrics can lead to deeper insights and improved customer interactions.
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