Measuring customer experience — the right way. It is important to identify the right set of metrics that provide a level of situational awareness that is correct, accurate and constructive for ...

Customer service has traditionally been viewed through a simple lens: as a cost center that handles problems, manages risk and keeps customers from escalating complaints. Finance teams measure ...

Bill Safran is CEO of customer journey technology provider Vizolution. Originally aimed at banks and insurance companies, the company launched its first product, vScreen, in 2013 after three years of ...

Customer experience (CX) is a critical function for any SaaS business. But all too often, CX teams are left to fend for themselves when it comes to tracking critical metrics across the customer base.

A positive customer experience is fundamental to the success of any business, including B2B organizations. Qualtrics research found bad customer service could cost more than $3.7 trillion globally.

In 2003, Fred Reichheld, a partner at Bain & Company, created the net promoter score (NPS). The metric is used in customer experience groups to measure the loyalty of a customer to a product or ...

The most advanced organizations are using adversarial simulation to stress-test AI against edge cases, confusion, and hostile ...

In business, you can’t improve what you’re not measuring—and today’s organizations typically measure progress and success with key performance indicators (KPIs). A successful business is synonymous ...

Support metrics must now account for memory, learning and accumulated understanding, not just speed or volume.

TYSONS, Va.--(BUSINESS WIRE)--Medallia, Inc., the global leader in customer and employee experience, along with Ipsos, one of the world's leading market research companies, has announced the next step ...

The Measure. Train. Coach. 2.0 customer experience framework will debut at the upcoming Trinity Forum in Doha (5-6 February).