The Customer (Support) Experience Blog

Latest Posts in Customer Experience

With Bonusly and Frame AI together, Scott's team can

Case Study: How Kruze Consulting Uses Frame AI ...

 Kruze Consulting is a leading accounting, finance, HR, and tax consulting provider for seed and venture capital-funded startups. In the midst of the COV...

Right, shall we delay the discussion on customer care again and look at the urgent issue of declining sales and plummeting profits

The Customer (Support) Experience

When Things Go Well…Think of some of your favorite companies. What keeps you coming back?Big shout out to Chewy. I recently changed my shipping address b...

How To Be a Customer Whisperer Part II: 5 Data-...

The stakes for customer experience are only getting higher. According to Zendesk, 61% of customers would now defect to a competitor after just one bad ex...

Who knew

When These 5 Support "Best Practices" Become Na...

On paper, your agent everything right. So why did that case get….(insert any and every negative outcome you weren’t expecting)….escalated, re-opened, low...

5 Reasons to Use AI to Improve CX

Infographic: 5 Reasons to Use AI to Improve CX

Have you ever been sent a promo code as a pre-emptive apology for an order snafu? Received a proactive message about a CRM glitch with a plan to make you...

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...

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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: 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 ...