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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Rethinking Customer Satisfaction Metrics
This chapter explores the challenges and limitations of traditional customer satisfaction metrics like CSAT, highlighting the frustrations they bring to team dynamics. The discussion leads to a transformative trial of a new Customer Experience Score designed to provide more actionable feedback and enhance team performance. Participants share their insights on the importance of balancing effective metrics while being mindful of customer feedback fatigue.
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