The customer effort score (CES) is a metric that is used to measure how easy it is to do business with a brand. The metric involves asking customers to rate their experience with a brand on a scale ...
Every contact center provider tells me that customer satisfaction scores (CSAT) matters, but every customer service interaction confirms the opposite. This observation caused me to write “CX Doesn’t ...
“While travel agents are unlikely to be cheaper than fly-and-flop packages found online, for further afield or more complex ...
SEPTA reported its highest score in its quarterly customer satisfaction surveys on Thursday. The transit authority averages a 3.5 of 5 from respondents for the first quarter of 2025. Over 3,500 riders ...
DENVER--(BUSINESS WIRE)--OneReach.ai, creators of a market-leading platform that’s democratizing conversational AI and machine learning with flexible, no code/low code development tools, today ...
HOBOKEN, N.J.--(BUSINESS WIRE)--NICE (Nasdaq: NICE) today announced that NICE has received the highest scores for Digital Customer Service Center, the newest use case included in the 2022 Gartner ...
Don’t solely rely on NPS. Although Net Promoter Score is an insightful metric, it should be used in tandem with other feedback benchmarks. Utilize ML and AI. Take advantage of cutting-edge technology ...
Alec Lucas: Customer service complaints have always been sort of a feature of Vanguard’s history. If you go back to the days when Bogle led the firm—this is a point that I made at that ...
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