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 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.

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 ...

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

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 ...

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

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 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 ...

Buyers are spoiled for choice and as a result, customer loyalty is in decline. In this environment, how do you reconnect with your B2B customers? In a fiercely competitive market, with so many ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

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 ...