CES: The Customer Experience Metric That Measures Hidden Friction
The Customer Effort Score (CES) measures how easy it is for customers to resolve an issue, complete a task, or interact with a company. Learn how to calculate CES, interpret results, identify the main sources of customer friction, and implement practical strategies to improve customer experience, loyalty, and operational performance.
NPS: the metric that measures what your customers won’t tell you
The Net Promoter Score is one of the most widely used metrics in the world to measure customer loyalty. Created in 2003, adopted by thousands of companies, it relies on a single question. But reading it well, and using it well, is another story entirely. Share on Table of contents The Net Promoter Score (NPS) […]
Contact Centre KPIs: The 15 Essential Metrics for Performance and Customer Experience
Stop drowning your teams in numbers. The 15 indicators that actually make a difference, and what to do with them. Share on Table of contents The 15 essential contact centre KPIs fall into four pillars: accessibility (service level, abandonment rate), efficiency (FCR, AHT, repeat contact rate), quality and customer experience (CSAT, NPS, quality compliance), and […]
Agentic AI in Contact Centres: Between the Promise and the Reality
Agentic AI is everywhere in conferences, analyst reports and vendor pitches. It exists, it works, and it already delivers measurable results in certain contexts. But between what it does in demos and what it actually deploys operationally in a contact centre, there is a gap that few articles take the time to measure honestly. This […]
How to Improve Your CSAT Score: An Operational Framework for CX Teams
Your CSAT is below target? This guide covers the precise levers that produce measurable, data-backed improvements: first contact resolution, response time, and structured agent coaching. Share on Table of contents To improve your CSAT score, you need to act on the precise moments where your customers lose confidence: unresolved contacts, forced channel transfers, interactions where […]
Chatbot or Human Agent: The Right Tool at the Right Moment
Chatbots now handle 30% of customer service cases autonomously, according to Salesforce. But 61% of consumers still prefer a human agent for complex situations. This is not a contradiction: it is the map that every CX leader needs to learn to read. Share on Table of contents A chatbot responds in seconds, available 24/7, with […]
The Complete Guide to Understanding, Calculating and Using the Net Promoter Score
The NPS is the world’s most widely used customer loyalty metric. One question, one formula, one score you can read at a glance. But used well, it reveals far more than a number. This guide covers everything: definition, calculation, interpretation, sector benchmarks and methods for moving the score over time. Share on Table of contents […]
Failure Demand: How Poorly Calibrated Digital Journeys Destroy Your Customer Service ROI
Discover how failure demand silently erodes your customer service ROI, and what to do about it. A practical guide built on Armatis CX Horizon 2030 data and sector benchmarks. Share on Table of contents Every year, companies invest millions in digitalising their customer relations. Every year, their contact centres see call volumes stagnate, or rise. […]
The Transformation of Contact Centre Jobs: Towards the Relational Craftsman
AI is reshaping contact centres. Advisers are not disappearing — they are moving into more complex, more human roles. Here is what the data and the ground reality show. Share on Table of contents Contact centres have spent a decade automating. Chatbots, advanced IVR, digital self-service: the goal was clear — reduce the volume of […]
Why Customer Satisfaction Is Falling While CX Budgets Keep Rising
CX budgets have never been higher, yet satisfaction scores keep declining. Here is what is driving the gap, and what leading organisations do differently. Share on Table of contents Companies have never invested more in customer experience. And yet, according to the 2025 Forrester CX Index, 25% of US brands saw their satisfaction score decline […]
