The Streaming AI Blog

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...

For many businesses, Support interactions represent the only human interaction they have with their customers.According to Zendesk, 78% of senior company...

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...

If you work in technology, chances are you’ve at least heard about product-led growth.Product-led growth (PLG to its friends) means keeping your product ...

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...

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

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

​​​​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 ...