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 ...

I’ve been thinking a lot about trust lately. Not just the concept, but how we actually measure it in business. That’s why I’m introducing what I call the Customer Confidence Score (CCS) – a metric ...

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 ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This article is more than 2 years old. NPS is one of the ...

Achievers, the world's most utilized recognition and reward software that engages nearly 5 million employees every day across 190+ countries, today announced that it has won two Stevie Awards in the ...