Tag: customer experience
NPS doesn’t measure automated customer service. And it never did
Gartner had predicted that over 75% of organizations would abandon Net Promoter Score as a customer service metric by 2025. With AI handling most interactions, the NPS problem has become even more acute. Here's what to measure instead.
Handing the customer to a human: the most critical moment in AI customer service
None of the Fortune 500 companies will have completely eliminated human customer service by 2028. 50% of organizations that had planned significant staff cuts will abandon those plans by 2027. The escalation point between AI and human is the most critical moment in modern customer service.
