ECXO
MARCH 11, 2025
Customer expectations are changing Todays B2B customers expect seamless interactions, self-service options, and personalized service just like in B2C. Example: Instead of only tracking Net Promoter Score (NPS) , also measure: Customer Lifetime Value (CLV) Measures total revenue potential per customer.
eglobalis
MARCH 30, 2025
For years, metrics such as the limited Net Promoter Score (NPS) and customer satisfaction (CSAT) surveys have been the backbone of CX perceived measurements along some other metrics and data. In sum, while surveys like NPS are easy to administer and benchmark, they often fail to capture the depth, immediacy, and drivers of customer sentiment.
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InMoment XI
OCTOBER 31, 2024
Consider including self-service options like chatbots for customers who don’t want to spend time with an agent. Invest in self-service options to enable customers to find answers faster if they are experiencing a basic issue. Reduce CPC by leveraging self-service options for basic queries and automating repetitive tasks.
TechSee
MARCH 19, 2019
With many of these channels and tools enabling self-service, old-school KPIs are no longer sufficient. As self-service becomes more widely adopted in the customer service arena, gone are the days of two-minute performance-boosting calls asking to update an address. New Self Service KPI Metrics.
Speaker: Tiffany Anderson, Director CX Process/Initiatives, Purchasing Power & Brian Morin, CMO, SmartAction
Join this interactive session with Purchasing Power's Tiffany Anderson, and get into the nitty-gritty of how they lowered costs by 20% and increased NPS by 13% - all by automating 25% of their call volume. Key takeaways: Step-by-step process for conversational AI self-service implementation.
Gainsight
OCTOBER 24, 2024
The answer is digital self-service for your customers. Let’s talk about how to get started: Start with Universal Customer Experiences Digital self-service is not a replacement for customer success functions. But there are universal customer experiences that can be optimized for efficiency with digital self-service.
InMoment XI
OCTOBER 30, 2024
Clear communication and self-service tools are crucial to their satisfaction. The self-service enabled by chatbots can help your business by reducing support costs. An omnichannel approach ensures that customers receive consistent service wherever they are. Customers appreciate intuitive self-service.
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