What could be going wrong while your CX scores look good?
A helpful service agent can earn a high rating without being able to resolve the customer’s problem. If your reporting captures only the interaction, the reason that customer might leave can remain hidden.
On The CXPod, Experience Management Community founder Stine Ringvig Marsal joins Merete Medle and Joanna Carr to discuss what CX teams need to understand beyond their scores.
The conversation explores three questions:
• What customer problems could your surveys be missing?
• What happens to your insight when customers ask their own AI for help?
• How can more efficient service make it easier for more customers to complete their journey?