eglobalis

JULY 2, 2024

The Imperative for Diverse Metrics and Measurements in Understanding Customer Sentiment Introduction Net Promoter Score (NPS) has established itself as a popular metric for evaluating customer loyalty, satisfaction levels, and the likelihood of customer churn. Should you kill NPS?

NPS 480

NPS Customer Feedback Net Promoter Score B2C 480

eglobalis

APRIL 27, 2025

Agentic AI systems are built using large language models (LLMs), natural language processing (NLP), machine learning, and automation frameworks. Rather than being limited to narrow tasks, they analyze context, plan actions, execute steps, and learn from outcomes. They are goal-oriented.

AI 247

AI CX B2B Compliance 247

Gainsight

JUNE 1, 2022

And most of that impact is being driven by machine learning, the most important and popular subfield within AI. So whether your data set is voice commands or NPS scores, it’s likely that AI is going to be disrupting your workflows sooner rather than later. . Customer Success and Machine Learning: A Perfect Match.

Machine Learning 52

Machine Learning NPS Artificial Intelligence Scorecard 52

Lumoa

FEBRUARY 6, 2018

It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Also, new tech solutions such as AI and machine learning have been getting a lot of attention. How to overcome those challenges? Recognise your business is about the customer and not you.

CX 121

CX Customer Experience Education Machine Learning 121

Intercom

OCTOBER 4, 2023

Prior to the release of AI-powered bots, automated resolution rate would consist of queries that were resolved by simple bots, or more advanced models built on machine learning, such as Custom Answers for Fin (formerly Resolution Bot). Similar to CSAT, customer-centric companies place huge emphasis on monitoring their NPS.

AI 97

AI Customer Service Net Promoter Score Scorecard 97

Zendesk

DECEMBER 30, 2020

Measure NPS, CSAT, and Customer Effort Score upon ticket closure in Zendesk and gain valuable insight into the support experience. Set the business metrics that matter most to you in your balanced scorecard and the ArenaCX software will instantly route incoming tickets to the team or agent who best handles that type of ticket.

Artificial Intelligence 65

Artificial Intelligence Scorecard Contact Center Gaming 65

Lumoa

OCTOBER 31, 2018

data security, gig economy, AI, machine learning).” It’s not about software or a number – if you focus only on the NPS score you will never deliver the game-changing customer experience. Also, new tech solutions such as AI and machine learning have been getting a lot of attention. How to overcome those challenges?

CX 60

CX Customer Experience Machine Learning Artificial Intelligence 60