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It’s now so inexpensive to go to market that having a great tech vision and product isn’t enough. Machinelearning can get the right message or recommendation out in a responsive way – not just from the customer’s next best action, but from the sales perspective, too. Mike: Thanks, John, for having me.
What’s coming: Embedding ArtificialIntelligence into CS further and further. Moving away from product training and the operational role to working with customers on longer-term strategy as you can tap into AI to create support and training resources that can be scalable. This will help make CS a more strategic role.
Net Promoter Score, launched in 2003, has become a key metric for assessing customer satisfaction. NPS measures customer loyalty by asking how likely customers are to recommend your product or service to others. They usually come with robust analytics and reporting features.
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