Jared Ellis

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.