CALGARY, Alberta--(BUSINESS WIRE)--IrisCX, the smart video platform for virtual product selection, DIY setup, and support, today introduced Session Score, a real-time, AI-based customer satisfaction ...

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 ...

When you call customer service and get a real, live person on the other line, do you feel like you've hit the jackpot? Well, it turns out, the time we spend on hold is hardly random. There's ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. NPS is one of the most powerful metrics to determine if the ...

TROY, Mich.: 9 March 2023 — The increasing volume of battery electric vehicles (BEVs) being serviced at dealerships is contributing to a negative effect on overall customer service satisfaction, ...

Don’t solely rely on NPS. Although Net Promoter Score is an insightful metric, it should be used in tandem with other feedback benchmarks. Utilize ML and AI. Take advantage of cutting-edge technology ...