The Streaming AI Blog

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

##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...

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...

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...

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...

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

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...

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

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

​​​​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 ...

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

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