The Customer (Support) Experience Blog

Latest Posts

67% of customers declined to respond to surveys following detractor moments2

Infographic: 5 Benefits of Using AI to Measure ...

Happy customers tend to stick around, grow, and publicly advocate for your business. Unhappy customers often churn and can deter others from doing busine...

Measuring team effort with AI surfaces widespread problems 88% faster

Infographic: 5 Benefits of Using AI to Measure ...

CX teams measure team effort to understand and manage their overall cost of serving customers and to cultivate happy and engaged teams that play a starri...

Measuring Team Effort

Why Measure Team Effort?Team effort is the collective amount of time that customer-facing teams allocate to supporting your customer experience.

5 Benefits of Using AI to Measure Customer Effort

Infographic: 5 Benefits of Using AI To Measure ...

Customer effort is a mix of customers’ subjective feelings and what they objectively experience during interactions with your business. Measuring and red...

Recap: Getting to Frictionless CX with CCW Digital

Last week, we were excited to contribute to the conversation at CCW Digital’s online conference, Customer Experience Challenges, Trends, and Innovations....

Five Steps to Measure & Reduce Customer Effort ...

We recently discussed why measuring customer effort is important and how it’s different from surveying customer effort. This post introduces a five-step ...

Want CX Insights
Delivered Straight to
Your Inbox?

Recap: CCW's Modernizing Service Experience Wit...

​​​​This week, we were thrilled to participate in CCW’s Modernizing Customer Experiences with AI & Digital event. In case you missed it, below we’ve ...

Summary of top themes by impact

Measuring CX Themes

Themes = What Makes and Breaks CXUnderstanding the themes that drive customer experience enables CX teams to explain changes in customer sentiment and ef...

Measuring Customer Sentiment

We recently discussed why high-impact CX needs high-impact measurement and, more specifically, measuring customer effort. This post focuses on measuring ...

Reduce top customer effort drivers

Measuring Customer Effort

We recently discussed why high-impact CX needs high-impact measurement that clearly supports CX goals. This post focuses on measuring customer effort.

The Customer Feedback You Already Have

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....