What If Better AI Support Means More Support?
A customer notices something wrong with their account. They think about contacting support, then decide it isn’t worth the trouble. The problem is small, and they don’t feel like explaining it, waiting for a response, and potentially explaining it again. No ticket...
Customer Experience Enters a New Phase
Key Themes and Strategic Takeaways from Customer Contact West: A Frost & Sullivan Executive MindXchange Across three days of executive presentations and industry discussions at the 22nd Annual Customer Contact West: A Frost & Sullivan Executive MindXchange in...CASE STUDY: Determining Strategic Priorities and Tech Investments for Measurable ROI
Abstract Executive expectations for AI deployment continue to rise, and stakeholders increasingly want clear proof of return on investment. Yet many organizations face a measurement gap: traditional KPIs often fail to capture the full value of AI-enabled service...
If the Metric Improved 20%, Would the Customer Notice?
If you work in Customer Experience long enough, you eventually collect a lot of metrics. A lot of metrics. NPS. CSAT. Customer Effort. First Contact Resolution. Response time. Service level. Quality. Productivity. And, lest we forget, that one metric that’s been...
