Measuring every conversation: How CX Score is changing the game

Measuring every conversation: How CX Score is changing the game

Update: 2025-05-29
Share

Description

CSAT has long been the go-to metric for support teams - but now there's a better way to measure how customers really feel. In this episode, Jared Ellis, Senior Director of Global Product Support at Culture Amp, joins Intercom’s Bobby Stapleton to explore his team's experience trialing Intercom’s new AI-powered Customer Experience Score. They unpack the limitations of traditional CSAT, why measuring every conversation matters, and how AI is helping them turn “neutral” experiences into standout ones.


Watch this episode on YouTube: https://youtu.be/QF8nxSXzdlo?si=W8KEtdHXhAw2JUGk


Follow the people

https://www.linkedin.com/in/bobbystapleton/

https://www.linkedin.com/in/jaredellis/


Newsletter

Sign up for *The Ticket:* A twice-monthly newsletter bursting with all the insights, trends, tips, and assets your team needs to embrace the future of customer service. https://www.intercom.com/blog/newsletter


Say hi

LinkedIn: https://www.linkedin.com/company/intercom/

X: https://x.com/intercom


www.fin.ai

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Comments 
loading
In Channel
loading
00:00
00:00
1.0x

0.5x

0.8x

1.0x

1.25x

1.5x

2.0x

3.0x

Sleep Timer

Off

End of Episode

5 Minutes

10 Minutes

15 Minutes

30 Minutes

45 Minutes

60 Minutes

120 Minutes

Measuring every conversation: How CX Score is changing the game

Measuring every conversation: How CX Score is changing the game