The Customer Effort Score (CES) quickly became a popular metric for Customer Experience (CX) programs after its launch in 2010–and for good reason. CEB Global, the firm that created the CES methodology, reports that 96% of customers reporting high-effort...
All companies want to improve their customer service and customer experience, but not all recognize the steps required to create lasting change. When embarking on or revitalizing a customer experience (CX) program, companies need to identify their baseline...
