Customer Effort Score: Revolutionising Customer Experience in the AI Age

Is there a better way to measure customer experience than the traditional Customer Satisfaction Score (CSAT)? In this episode, Brendan Ritchie sits down with Mark Alayev, CEO at Thread, to explore how Customer Effort Score (CES) is revolutionising how businesses approach customer experience and service delivery.🔍 What is Customer Effort Score (CES)?Customer Effort Score focuses on the ease with which customers can solve problems, get assistance, or complete tasks with your business. It’s a leading indicator of customer loyalty, employee productivity, and overall satisfaction—and a game-changer for organisations aiming to retain clients and grow sustainably.💡 Discover: ✔️ How CES predicts long-term profitability better than CSAT✔️ Why reducing friction in customer interactions is critical✔️ The connection between effortless IT solutions and increased productivity✔️ Real-life examples of organisations leveraging CES to identify blind spots in customer experience✔️ The rise of AI-driven IT support and the consumerisation of business software🎧 What You’ll Learn:Whether you're running a Managed IT Service Provider (MSP), leading a tech-driven organisation, or managing cross-functional teams, this episode will provide insights into:1️⃣ Consumerisation of IT: Why B2B software must meet the high expectations set by consumer tech experiences like Slack, Zoom, and WhatsApp.2️⃣ The Productivity Gap: How reducing customer effort directly impacts team performance and ROI, especially for SMBs.3️⃣ AI in IT Service Delivery: How AI-powered platforms like Thread are reshaping IT support by creating seamless, intuitive, and effective customer interactions.4️⃣ Actionable CES Strategies: Learn how to track CES, reduce effort scores, and address pain points for end-users and decision-makers alike.