The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom Measuring every conversation: How CX Score is changing the game
May 29, 2025
Jared Ellis, Senior Director of Global Product Support at Culture Amp, discusses the shift from traditional CSAT metrics to the innovative Customer Experience Score. He shares insights on the limitations of CSAT and the need for real-time feedback to enhance support effectiveness. Ellis emphasizes the transformative power of AI in refining customer interactions and turning neutral experiences into memorable ones. The conversation also highlights the importance of balancing customer feedback with team performance in navigating the evolving landscape of customer support.
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CX Score Outperforms CSAT
- CSAT captures less than 10% of conversations and can be unreliable.
- Intercom's AI-powered CX Score provides insight across every support interaction in real time.
CSAT Fails Coaching Needs
- Jared's team struggled to coach from CSAT due to lack of actionable feedback.
- Managers went months without useful CSAT responses for coaching.
CSAT Metrics Distract From Feedback
- CSAT feedback often requires reading between the lines to understand intent.
- Teams worry more about the metric itself than genuine customer feedback.