In this episode we unpack how CSAT can really hinder our abilities to improve customer service and support. Dive in and hear some interesting statistics - like some companies touting high CSAT but still have the same number of complaints ! Even worse the same amount of customer effort!!! McKinsey Consulting says that today, this metric is often inhibiting progress when it comes to creating better consistent customer experiences - tune in and hear how enterprises really need to quantify the customer experience in their data!

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