On-Demand Webinars

Smart Metrics Are In, Standard Metrics Are Out

Not all Support orgs are speaking to customer value–but they should. During this Fireside chat session replay, 3 seasoned Support leaders share how to adjust, shift and realign your team from reporting on “fast support” to reporting on impact+retention.

Within 45 minutes, you’ll quickly understand:

  • How traditional CSAT is inaccurate and what to measure/focus on instead.
  • The difference between Operational Metrics and Strategic “Smart” metrics. And why this matters to your CEO, CFO as well as product and engineering counterparts.
  • Why Support data alone is not enough: you must contextualize your data with other sources (Sales, Product, Engineering).
  • How AI can help and be adopted for Support Operations: this is really the key to unlocking real-time customer insights and improving CX all around.

About the Speakers

Craig Stoss

Director of CX Transformation

Craig Stoss is Director of CX Transformation at PartnerHero, a BPO that builds globally distributed teams of exceptional individuals who provide next level customer experiences and innovative solutions for companies of all sizes. Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. Craig has designed, built, and executed successful outsourcing strategies, scaled success, support, and professional service processes, and implemented cross-functionally solutions to prepare for, and accelerate, startup growth.

Susana de Sousa

Support Expert & Advisor

Kincy Clark

Support Leader + CX Researcher