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4 02, 2020

Customer Experience vs. Customer Success – Similarities and Differences

By |Categories: ASP, ASP Blog, Customer Experience, Customer Success|Tags: , , , |

The terms Customer Experience (CX) and Customer Success (CS) are commonly used within the service industry. Sometimes CX and CS are used to describe the same or similar things and other times to describe complexly different actions, activities and outcomes. This article offers definitions for each term and identifies similarities and differences between CX and CS.

3 02, 2020

Help! I’m Growing Too Fast!

By |Categories: ASP, ASP Blog|Tags: , , , , |

Are you facing steep growth? What are you doing to cope and thrive?

6 01, 2020

How to Define and Measure Deflection

By |Categories: AI, ASP, ASP Blog, Metrics, Self-Help|Tags: , , , , , , |

Using an accurate measure of deflection is imperative. If not measured correctly it is easy to overstate the impact of self-help and service automation on assisted support demand. The average rate of case deflection within the technology industry is 23%. For some companies deflecting 23% of the assisted support demand is extraordinary, while for other companies there is considerable room for improvement.