Organizations often dedicate substantial time and effort debating whether to use Customer Satisfaction (CSAT) , Net Promoter Score (NPS) or Customer Effort Score (CES) . Consultants have set up entire businesses profiting from this discourse. Read more...

Three ways to ensure quality assurance (QA) results align with customer satisfaction (CSAT) and issue resolution: 1. Redesign your quality form to focus on key drivers 2. Measure three quality metrics vs. one overall score 3. Evaluate Read more...

CXperts: Alexander Kvamme meets with Richard Smith, Vice President of Customer Experience at Therabody to discuss leadership, the importance of EX in CX, and how he’s planning for the holiday season. CXperts is a podcast where we dive into Read more...