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 ...
It's one thing to measure a customer's effort using your products or services but how do you take that data and make it actionable? Customer experience metrics without action are as useless as the ...
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 ...
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 ...
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 ...
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 ...
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 ...
Campaign Asia-Pacific has revealed an authoritative list of Southeast Asia's top 50 brands for consumer experience. The list was unveiled at Campaign360 in Singapore following an extensive survey and ...
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